Andy started his career as a mechanical apprentice before progressing into workshop and aftersales management roles. For the past 21 years he has gained a wealth of knowledge and experience working with both dealer groups and manufacturers. This extensive experience covers a broad range of vehicle brands throughout the specialist, prestige, volume and multi franchise sectors. The majority of his management time has been with brands that include Mercedes Benz, BMW, Porsche, VW, Ford and Vauxhall, more recently and for the second time in his career as head of group aftersales covering two market areas with the Mercedes Benz brand. This diverse range of experience has given him the opportunity to understand business from all stakeholders’ points of view, B2B and B2C.
These roles have developed Andy as a keen and experienced advocate for building relationships that are mutually beneficial to all parties in order to drive performance, achieve targets and deliver key KPIs. The experiences gained has also given him the understanding of different levels of brand challenges as well as colleague and customer expectations.
Andy is a specialist with all Aftersales systems and key performance areas such as customer retention, customer satisfaction and areas of influence, delivery of retail service hours, internal preparation process, parts per hour, hours per job card, service care plans, internal / external parts sales and accessory sales, trade spend analysis and stock control.
Over his career Andy has turned around many underperforming Aftersales businesses and achieved this by getting his team of people to be being brilliant with the basics, evolving them surrounding the constant changes of modern-day retailing. With his unique style of coaching, training, communication, and people skills, he has turned underperforming departments in to year on year top end performers.
The future of retailing is changing rapidly and in his previous role Andy was responsible for the planning and implementation of a new customer journey to facilitate these changes. This involved an evolutionary concept of development and regeneration of the aftersales team for the mutual benefit of customers, staff and brand partners.
As an active member of the Mercedes Benz steering group committee board, Andy was part of a team that was engaged with strategic planning and network development, delivering new projects and driving the dealer network business forward. In his previous role Andy and his team increased aftersales fleet volumes and also won the national Lex supplier award for the second year running, 2017 and 2018.
- Management through People, Action Centered Leadership
- Communication, Negotiating and Selling Skills
- Leadership and Team building
- One to one coaching, motivation and people development
- Business planning and business development
- Customer journey and workshop development
- Up-selling and converting VHC
- Selling Service Plans
- Delivering excellent customer service