Experience

Jetour Mexico

• Mexico
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• After-sales Director

  • Jan 2023 - Present

  Lead the Service, Customer Care, Technical Assistance, Technical Training, Warranty Administration, Parts & Accessories Sales and Marketing areas for the Brand and the Dealer Network. Lead the Service, Customer Care, Technical Assistance, Technical Training, Warranty Administration, Parts & Accessories Sales and Marketing areas for the Brand and the Dealer Network.



TSN Vans

• Mexico
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Commercial Director

  • Mar 2020 - Jan 2023

  Develop and implement commercial strategies aligned to the company goals in order to accelerate growth, create detailed business plans on commercial opportunities and new businesses. Ensure offered products fit into the market. Define annual and quarterly selling quotes as well as incentive & commission programs based on P&L analysis. Main accomplishments: o A Sales Close Ratio 25% increase in the last 18 months o A Double Digit Prospection Ratio increase in the last 18 months o Commercial strategy redefinition focused on large account customers to gain volume o CRM app implementation (HubSpot) o Achieve Request For Quotation lead time to 48 hours for non-catalogue products o Purchasing strategy alignment to sales forecast o Organization structure realignment in order to increase commercial ops efficiency as well as after-sales customer service support Show less



FCA Fiat Chrysler Automobiles

• United Kingdom
• Motor Vehicle Manufacturing
• 700 & Above Employee

• • Jan 2014 - Jun 2019

  Responsible for the profitability of the after-sales business unit (P&L and KPI analysis and monitoring, sales, purchases, product orders, loyalty, gross margin by commercial channel. Definition of the short and long-term sales and marketing strategies for MOPAR parts and accessories. Definition and monitoring of the annual business contribution goals including the one for net margin. Responsible to launch new products, price definition, transfer prices and storage costs. Local development of products to improve gross margin. Management of the advertising area for the MOPAR brand with the appropriate advertising strategies. Define, negotiate and sign commercial sales and distribution agreements with strategic suppliers from NAFTA, EMEA, CHINA & LATAM regions Main accomplishments are: Increase the net margin contribution by 5% through the development and the sale of new products domestically sourced to avoid FX variations (Dollar and EURO mainly) and reducing logistic fees. Sales increase by 8% in the last 12 mo. through the development of the generic product line focused in the car maintenance for multi-brand vehicles (such as: spark plugs, brake system components, batteries, automotive chemicals, as well as accessories to personalize vehicles). 12% sales growth in the MOPAR wholesale parts portfolio with the implementation of marketing programs based on key wholesale inventory parts and leading sales contests with benefits for the dealer network. Implementation of the e-commerce channel for the MOPAR brand with the launch of the Mopar official stores in Amazon and Mercado Libre with an impact of 2% of the total sales volume in the first year of their implementation. Implementation of the centralized billing system along with the standardization of the maintenance prices at national level for large fleet of vehicle customers increasing their operational efficiency by 30% at least, and contributing to save maintenance & repair costs more than 10%. Show less

• • Dec 2010 - Dec 2013

  Execute the corporate customer care strategy for the after-sales business improving NPS (Net Promoter Score), CSI (Customer Satisfaction Index) and FFV (Fixed First Visit) kpi´s and define the corresponding premises in order to increase loyalty to the group brands. Assistance to franchised dealers in the implementation of the standard after-sales customer service processes, as well as assistance to the solution of technical problems of the vehicles. Management of the customer call center. Administration of the warranty accrual and it´s functional e-system. Design the strategies to reduce the vehicle warranty costs in conjunction with national and global suppliers. Identify areas of opportunity in the operation of the standard after-sales processes. Main accomplishments were: 5% Growth in the customer loyalty for the after sales business through the implementation of the concept "Express Service" nationwide. Nationwide service maintenance offer standardization with a specific menu of service offers. 20% growth in the penetration of loyalty programs (Service Contracts - Warranty Extension Programs). Double digit reduction in the vehicle warranty costs through the standardization of specific repair processes and conducting quality seminars with global and domestic suppliers. Show less



Chrysler Motors Corp

• United States
• Automotive
• 500 - 600 Employee

• • Nov 2006 - Nov 2010

  Execute the MOPAR after-sales business strategy in the franchised dealers as well as the corporate customer care one. Administration and responsible for the operation of 10 district managers. Compliance with the assigned sales and gross profit objectives by region. Implementation of the standard after-sales & customer care processes at franchised dealer level as well as responsible to implement commercial programs to improve after-sales profitability for the organization. Coordinate regional meetings to share best practices and follow up on commercial programs. Identify business opportunities by region as well as administrative & technical training needs. Main accomplishments were:National implementation of the “vehicle check up” process in order to identify additional sales and increase the customer paid average ticket. Implementation of the wed based service appointment system for customers.Implementation of the direct marketing program to customers of the franchise dealers. Show less

• • Sep 2001 - Oct 2006

  Keep the annual Warranty Expense budget within the agreed figures. Determine the warranty annual accrual per vehicle. Monitoring of the Warranty Cost expense providing constant feedback to Product Engineering, Corporate and domestic Suppliers of the vehicle failures found in the franchise dealerships. Best practice sharing to the technical personnel of the franchise dealer body in order to standardize repair procedures that enables to reduce warranty costs. Develop & Provide Warranty guidelines to distributors. Recup Warranty costs from low performance Suppliers. Expand & Develop enhancements to the warranty electronic reporting system. Administrate & Develop the Warranty Extension Programs (Service Contract Business) as an additional Revenue and Profit business Unit for the Corporation.Main Achievements: Double digit Warranty Cost on annual basis Electronic Warranty claim system implementation for Hyundai brand vehicles Dealer Above Zone Expense warranty metric implementation to monitor low performance dealersService Contract penetration increase from 15% to 46% with a gross margin profit of 50% Show less

• • Aug 1997 - Sep 2001

  Coordinate and provide follow up to the Service Contract Sales (Uniform Warranty Extension Programs) in the franchise dealers. Develop and implement marketing strategies to improve contract sales per dealer. Develop & Coordinate product training programs for the dealer body. Main Accomplishments: Service Contract business implementation Introduction of 4 products in the marketplace (1st in the Mexican Automotive Industry) New income source for the company and its franchise dealer body Show less

• • Jan 1992 - Jul 1997

  Chrysler de Mexico Service supervisor for a group of dealers in the north region of the country and then in the Metro area of Mexico City. Responsible for monitoring and follow up on the service franchise agreements.