Experience

Toyota Motor Kazakhstan

• Kazakhstan
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• General Manager, Customer Experience, Value Chain & Logistics

  • Apr 2021 - Present

  In addition to previous role:- New vehicles logistics

• General Manager, Customer Experience & Value Chain

  • Feb 2019 - Apr 2021

  Head of Customer Experience & Value Chain division, 40+ employees1. Customer Recommendations (NPS) - sales & service2. Network management (performance, standards, expansion)3. Value Chain operations (parts & accessories sales, service contracts, used cars)4. Network competence development (national training center, trainings for all staff categories)5. Service processes standardization (Toyota Service Management)6. Parts logistics (incl. national warehouse operations)7. Tech support, warranty, recalls

• General Manager Aftersales

  • Oct 2014 - Jan 2019

  Head of Aftersales Division. 30+ employees.Main areas:1. Customer Recommendations in service growth2. Parts & Accessories sales strategy 3. Customer retention programs4. Parts logistics (national warehouse operations)5. Technical & commercial skills development in the dealer network (incl. national training center)6. Toyota & Lexus Service network expansion & development (new points launch, service standards implementation)7. Technical support8. Warranty



Volvo Group

• Sweden
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Acting Commercial Aftersales Director

  • Dec 2013 - Oct 2014

• Regional Service Manager

  • Apr 2013 - Dec 2013

  Head of Service Department. Responsible for Volvo Trucks and Renault Trucks technical support, warranty, 24/7 (vehicle breakdown emergency support) within Russia.



Universal-Spetstechnika

• Product Manager for crushing & screeneing equipment, Product support Dept.

  • Dec 2012 - Mar 2013

  Responsible for screening and crushing equipment parts sales development. Responsible for screening and crushing equipment parts sales development.



Volvo Construction Equipment

• Sweden
• Machinery Manufacturing
• 700 & Above Employee

• Aftermarket Director, sub-region CIS

  • Jan 2011 - Apr 2012

  - Drove Customer Support team- Developed and executed aftermarket strategies for subregion- Ensured that necessary level of customer support is available throughout subregion- Quality leader for Russian dealer operations- Drove Customer Satisfaction Survey in subregion- Supported dealer development according to Volvo standards (facilities, tools, org. structures, competence, branding)- Ensured proper coverage of aftermarket offers in subregion - Was responsible for subregional Parts sales BP- Secured aftermarket readiness for new models launches- Decided and carried out market activities within approved business plan/budget.

• Parts Manager, sub-region CIS

  • Apr 2007 - Dec 2010

  - Prepared and achieved Russia parts sales plan according to market potential and penetration rate;- Provided parts operations in distribution channel according to Volvo standards;- Kept the highest possible parts availability level at Volvo Regional warehouse;- Managed Regional warehouse parts refill;- Provided parts trainigs for dealers;- Was responsible for retail and dealer pricing for Russia, price investigations, competitors overview;- Prepared, implemented and followed up aftermarket campaigns.



Rolf Retail

• Khimki, Moscow region, Russian Federation

• Parts Manager, Rolf Khimki

  • Apr 2004 - Oct 2005