Gerry Jones

Experience

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  Allens of Plymouth

  Jan 1981 - Jan 1991

  Service Manager

  Control of two workshops and a compliment of 21 technicians and 11 support staff. Responsible for budgetary control, forecasting, acquisitions, customer care management, training and human resources. Directly responsible for departmental marketing, planning and computer operations.Achieved RAC "Elite Garage" statusAwarded AA "Certificate of Excellence"Elected to Vauxhall Motors "Circle of Excellence"RTZ Group computer systems steering committee senior member

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  SPJ Road Haulage Ltd / Car and Commercial (UK) Ltd

  Jan 1991 - Jan 1996

  Managing Director / International Transport Manager

  Incorporation of both businesses as limited companies, created business and marketing plans for investors and strategic planning of the company, developed and implemented strategic plan to create an international transport operation and was responsible for computerising the entire operation. Generated new business opportunities with international partners.

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  Fiat Group Automobiles

  Jan 1996 - Jan 2006

  Fiat and Alfa Romeo Area Aftersales Manager

  As Fiat and Alfa Romeo Area Aftersales Manager, I was responsible for introducing customer satisfaction improvement programmes, dealer profitability initiatives, lean processes programmes, identifying potential new dealer opportunities and creating business plans for new franchise dealers, manufacturer warranty programmes, and designing and creating the national profitability and capacity software for dealer analyses. Also responsible for developing new dealer bodyshop opportunities, including profitability and FGA process programmes. This included car and commercial vehicles. Show less

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  Vospers Motor House Ltd

  Feb 2008 - Mar 2016

  Group Service Director

  As the Group Service Director for Vospers, I was directly responsible for 17 service departments, 4 bodyshops, 291 personnel and 14 franchises. The job role included responsibility for financial modelling budgeting, profitability, all manufacturer customer satisfaction indices, with particular emphasis on NET promoter scoring, new service and bodyshop developments, investment and divestment programmes, management development and aftersales marketing for the Group. My responsibilities also included the introduction of Lean Processes in the Service Department with the Lean Institute Academy (www.leanuk.org). Vospers has expanded by providing class leading service and customer care throughout the service and bodyshop departments. This includes continually promoting the Vospers name as a trustworthy and local brand, whilst supporting the local communities throughout Devon and Cornwall. Show less

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  Wilsons's of Epsom

  Apr 2018 - Aug 2018

  Aftersales Director

  My role as aftersales Director has been to develop a new strategy for parts and service after a difficult operating period for the company. The business has been subject to a decline in revenue and a lower than acceptable customer satisfaction indices for the six franchises the company retains.To address the revenue shortfall, I have introduced a modernised vehicle health check video programme, restructured the workflow for the customer advisors, parts personnel and technicians, implemented an increased drive to improve productivity and focussed extensively on expense control.Wilson’s has developed a vehicle preparation centre that had been underperforming both in volume throughput and cost controls. With my team of managers, we have developed a new strategy of logistical movements analyses, greater focus on recruitment of higher standard technicians, increased emphasis on training and targeting the principle of Right First Time Fix On Time. Particular emphasis on parts stock inventory management and improving stock turn ratios. This included increased penetration of accessories and trade sales together with improved parts sales through the workshops. Show less

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  Sabbatical

  Aug 2018 - Jan 2020

  Sabatical to Care for my Wife During Cancer Treatment

  Sabbatical undertaken to care for my wife during a period of cancer.

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  Citygate Automotive

  Jan 2020 - now

  Aftersales Consultant/Group Bodyshop Manager

  As an aftersales consultant, my responsibilities are to evaluate the aftersales dealership operations using critical analytical processes and Business Process Re-Engineering reviews. This includes a detailed interrogation of every touch point of the customer journey at the dealership and the vehicle flow through the workshops in conjunction with the aftersales and sales teams, together with the company directors.The output of the analysis is presented to the dealership executives as an evaluation document and strategic plan to maximise the elements of customer satisfaction, reception and workshop productivity and financial profitability. Key areas for development are discussed in detail and action plans created for immediate implementation juxtaposed with a new business plan. My responsibilities include ensuring the full acceptance of the plans by collaborating with the aftersales and sales teams by providing explicit support throughout the implementation process, ensuring excellent communication continues between all team members and management.• Complete business re-engineering approach to aftersales department analysis, including customer service, technical operations and management structure and processes• Introduction of lean servicing and repairs • Design analytical reports to track all aspects of the aftersales business and provide clearly defined outputs for the workshops, service advisors, service managers and directors• Develop Key Performance Indicator reports• Perform root cause analysis for any specific underperforming areas of the business• Formulate customer retention and loyalty programmes using dashboards• Formulate potential service department personnel reward programmes• Develop Right First Time Fix On Time procedures• Maximisation of revenue options• Detailed analysis of expenses data Show less