Hany ElKhadrawy

Experience

• 

  Toyota Egypt Group

  Jun 2005 - Feb 2011

  • Increase the after sales market share by formulating and deploying new business strategies• Insure enough Stalls, SA's and Technicians with current UIO and forecasted Service demand• Conduct market survey to adjust Toyota parts' price to attract customers to use genuine parts.• Enhance CI of 1S (parts) dealers and set standards for their facilities and operations• Conduct Anti-counterfeit campaign to raise customer awareness.• Develop Management System for sales and after sales to promote Initial CR activities.• Develop Loyalty program as second level of reminder activities (attract customers to use their points in next service visit)• Enhance product proposal (such as : Displaying, aggressive in-shop promotion, SA's skills enhancement ) .• Develop KPI management system (D-PEP) supported by TMC in order to visualize the weaknesses and strengths of dealer operations• Conduct summer campaign at North coast of Egypt to provide customers pease of mind while they enjoy vacation.• Strengthen the value chain business to ensure dealer profitability and increase the customer base,amid sluggish marketing condition• Expanding promotional strategies to attract service customers • Standardize tools & procedures for dealers• Enhance communication between Dist.& dealers• Take a lead in developing and promoting action plans taking into account the strengths and weakness of company• Establishment of service and parts supply frame works• Strengthen the local accessories development base functions Show less • Promote & monitor Appointment System• Plan, organize, lead & control total Service Management Operations• Set & monitor realistic and achievable service performance targets• Monitor customer satisfaction reports & trends• Share customer satisfaction information with service personnel• Monitor complaint status.• Monitor overseas warranty & goodwill cases.• Establish yearly staff training needs• Cultivate business relationships (retail & fleet customers)• Target market development for periodic maintenance and repair work to target market segments.• Develop service offers.• Conduct weekly analysis of Key Performance Indicator (productivity, efficiency, labor utilization, labor sales, labor gross profit, parts sales/repair order) and expenses• Ensure efficient service operations through providing adequate tools & equipment and smooth workflow procedures (Standard Operation Procedures)• Maintain service and parts coordination through regular meetings with Parts manager.• Carry out yearly staff performance appraisals• Establish competitive compensation plan (wage structure)• Monitor service shop environmental and safety issues Show less

  • Planning and Marketing Manager

    Jan 2009 - Feb 2011

  • Service center manger

    Jun 2005 - Dec 2008
• 

  Toyota Egypt Group

  Apr 2019 - now

  • Managing & developing 10 Toyota Egypt owned branches with 400+ employees to serve an average of 350+ vehicles per day by utilizing 206 working bays in addition to 10 authorized dealers handling 133 working bays.• Assuring a smooth & profitable running operation that maintains highest standard of customer care a delightful experiences across the network.• Establish the organization responsible for formulating the yearly activity plan based on the After Sales Division mid range plan & current market changes and regularly grasp the results and recommend action for further improvement .• Enhance Branches & Dealers KPI to cover the main areas of Customer Service in order to clearly visualize the strengthens and weaknesses in the customer service operations• Provide guidance and support to branches and dealers to analyze the KPI's by providing the necessary training.• Strengthen Kaizen implementation aimed to sustain & level up operation level by creating an Audit program and report regularly the evaluation results to top management• Strengthen CS survey and KPI for better understanding of customer needs and current operation level from customer point of view.• Enhance staff loyalty and motivation by conducting annual national skills contest, promotional programs & continuous skills evaluation• Accurate forecasting of dealers monthly After Sales performance, provide assistance to dealers & monitor TMC standards implementation.• Manage & support the implementation of new dealer based on TMC standards (establishment, construction, appointing staff, KPI……etc.)• Control and analysis of budget execution, Mid-range plans, activity report, Special service campaigns, pricing system, workshop efficiency & productivity.• Induction of Tier 2 aftermarket business assuring the following:Develop full line-up of TMC approved aftermarket maintenance & light repair parts.Certify independent workshop to provide cost sensitive customers with affordable and reliable service. Show less - Induction of Toyota Genuine Oil brand in Egypt to achieve shareholders financial expectation, by setting 10 years sales plan assuring business sustainable growth YOY.- Set suppliers agreement to maximize company’s benefits & secure business growth & target achievement.- Assure brand positioning among competitors by setting competitive pricing strategy.- Initiate used car business within Toyota Egypt, as one of Business Transformation initiatives.- Build used car dept. team with defined Job role & objective for each team member, assuring secured and smooth used car business operation.- Create a feasibility study to reflect business financial projection that suits our model size. Show less

  • Aftersales Director

    Jun 2021 - now

  • National Service Manager

    Feb 2011 - Jun 2021

  • National Oil & Trade-in Manager

    Apr 2019 - Sept 2020