Summary
Certification
Overview
Work history
Education
Skills
Timeline
AssistantManager
Wayne Michael

Wayne Michael

Bicester,Oxfordshire

Summary

Group Aftersales Manager with record of success in enabling strong revenue growth. Focused on continuous improvement using market knowledge, competitor research, innovation and team motivation. Always looking for opportunities to bring in and retain customers.

Certification

Accredited Volkswagen Passenger Car Brand Manager

Accredited Volkswagen Commercial Vehicle Head of Business

Accredited TPS Head of Business

Volkswagen Leadership Development Program


England Boxing Level 1 coach

England Boxing Safeguarding

MIND Mental Health First Aider

Qualified first aider


NVQ 2 and 3 in Vehicle Mechanical and Electronic Systems

Overview

22
22
years of professional experience
1
1
Certificate

Work history

Group Head of Aftersales

Parkway Group
Derby, East Midlands
03.2015 - 05.2023
  • Responsible for 4 Volkswagen Passenger Car sites, 2 Commercial Vehicle sites and a TPS Centre.
  • Analysed Aftersales reports to identify trends and update strategies.
  • Introduced a Battery Competence Centre to Northampton Volkswagen. This is centre became the biggest and most productive EV centre in the UK for battery cell replacement.
  • Defined Aftersales strategies and roadmaps to drive performance across sales, promotions and marketing departments. This led to us achieving number 1 and 2 on the Aftersales Scorecard in 2018.
  • Created an apprentice program that made Parkway the biggest employer of apprentices within the Volkswagen Network.
  • Introduced 4 new smart repair centers that included paintless dent removal and alloy wheel refurbishment.
  • Vice Chair of the Aftersales Business Development Group from 2017 to 2022.

Aftersales Manager

Parkway Northampton
Northampton, East Midlands
01.2013 - 03.2015
  • Responsible for 12 technicians, 1 Workshop Controller and 4 Service Advisors.
  • Implemented customer loyalty programme that increased monthly labour sales from £60,000 to £120,000.
  • Regularly achieved a net profit of 30% as a percentage of turnover.
  • Customer satisfaction consistently performed within the upper quartile at one point ranking at number 3 in the UK.

Service Manager

Hartwell Vauxhall
Oxford, Oxfordshire
02.2009 - 12.2012
  • Responsible for 8 Technicians, 1 Workshop Controller and 3 Service Advisors.
  • Achieved over 100% of budgeted net profit in 2011 and 2012.
  • Increased net profit from £285,000 to £351,00
  • Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
  • Analysed customer feedback and trends to drive process improvements.

Service Manager

Evans Halshaw Vauxhall
Borehamwood, Hertfordshire
07.2007 - 07.2009
  • After being employed as Workshop Controller, after 8 months in that role I was promoted to Service Manager. Within this role I was responsible for 6 Technicians, 2 Apprentices and 2 Service Advisors.

Master Technician

Northern Motors
Ruislip, Hillingdon
09.2001 - 07.2007
  • Prioritised and handled escalated queries from 6 technicians.
  • Managed daily workshop requirements in line with customer expectations, SLAs and KPIs.
  • Efficiently diagnosed and rectified system faults occurring within Vauxhall vehicles.
  • Performed targeted troubleshooting and diagnostics, quickly remedying mechanical issues.

Education

A-Levels - Photography and Design Technology

The Cardinal Wiseman Sixth Form College
Greenford, Middlesex
09/1997 - 07/1999

GCSEs -

The Cardinal Wiseman Catholic School
Greenford, Middlesex
09/1993 - 06/1997

Skills

  • Aftersales strategy and planning
  • Aftersales data analysis
  • Customer-centric approach
  • Aftersales forecasting
  • Innovation workshop implementation
  • Customer retention expertise

Timeline

Group Head of Aftersales

Parkway Group
03.2015 - 05.2023

Aftersales Manager

Parkway Northampton
01.2013 - 03.2015

Service Manager

Hartwell Vauxhall
02.2009 - 12.2012

Service Manager

Evans Halshaw Vauxhall
07.2007 - 07.2009

Master Technician

Northern Motors
09.2001 - 07.2007

A-Levels - Photography and Design Technology

The Cardinal Wiseman Sixth Form College
09/1997 - 07/1999

GCSEs -

The Cardinal Wiseman Catholic School
09/1993 - 06/1997

Similar Profiles

Create profile
Wayne Michael