NSO Group Services Manager
NSO Group Services Manager
ZA
NSO Group Services Manager
The future of mobility is changing. What do we contribute to this? Volkswagen produces vehicles in 14 countries and delivers them to customers in more than 150 markets worldwide. Electromobility, smart mobility and digital transformation are our core topics for the future. For many millions of people, Volkswagen is the epitome of mobility- not only today, but also tomorrow. Become part of it and help develop new solutions with your curiosity and ideas. You can expect a diverse team that supports you and with whom you can grow together and develop your potential.
Applications are invited from suitably qualified & experienced candidates to fill the NSO Group Services Manager position in the VW Department - NSO (Sandton)
Brief Role Description
Based in Sandton within the VW NSO services, this role is responsible for the Management of the Customer Experience Center and NSO fleet and maintenance services including SLA’s and third-party contractors
Possible Tasks within this Role
- Oversee NSO facilities throughout South Africa and Sub-Saharan Africa, ensuring ISO compliance in health, safety, energy, and risk, while delivering consulting and training services and managing reporting to key stakeholders.
- Lead the development and execution of integrated Customer Experience strategies for Volkswagen South Africa and its Dealer Network, ensuring training programs align with Group and global standards to sustain a Top 3 position in Customer Competitive Experience Surveys.
- Improve customer loyalty by developing Dealer Network personnel capabilities to uphold Volkswagen South Africa’s Employer of Choice status, while overseeing budgets and contracts for the Customer Experience Centre and external suppliers.
- Develop financial models to drive additional revenue and profit streams for the Customer Experience Centre, while overseeing the full NSO fleet management function, including coordination with third-party suppliers.
- Lead the 3–5 year strategic planning and communication for the Customer Experience Centre, aligning its vision and goals with Volkswagen Group South Africa and distinct brand strategies, while managing operations through a “House of Brands” model to ensure both independence and coordination with key business units.
- Oversee procurement for outsourced services at the Customer Experience Centre and develop its value proposition, communicating effectively with the Dealer Network and key stakeholders including the South Africa Board of Management, National Dealer Council, and headquarters.
- Lead the development and execution of a benchmark Customer Service Strategy across all Brands and Dealer Networks to increase market share and profitability by building lasting customer relationships and enhancing sales and after-sales processes as a competitive advantage.
- Collaborate with Brands and Dealers to define effective retail and customer loyalty management strategies within digitally disruptive, multi-modal, and omni-channel environments, emphasizing process, systems, people, and change management. Oversee the design and implementation of unique Brand training programs aligned with Group standards and local compliance requirements.
- Develop and implement a comprehensive People, Talent, and Retention Strategy across the entire employee lifecycle, partnering to deliver services such as pre-employment assessments, key role qualifications, leadership development, and new model introductions. Oversee the creation of the Annual Customer Experience Centre Strategy, including service delivery catalogues and schedules. Define and negotiate annual training service requirements with VWAG for 22 Sub-Saharan markets, coordinating delivery through the Centurion Training Academy in South Africa.
Qualification requirements
- Bachelor’s degree in finance, Project Management, Logistics and or production management and systems
|
Experience Needed
- 10 years of automotive industry experience, including 5 years in management roles
- 2–3 years of experience in Business Process Reengineering, project management, and dealer management
Essentials
|
- Proven expertise in contract management and decision-making, with the ability to navigate complex and diverse business environments
Note:
Please ensure that you upload a certified copy of your ID and Qualification to be considered for this position
At Volkswagen, we value an inclusive and diverse culture. We offer a trustworthy environment because we live up to our corporate values, Respect/Integrity/Excellence/One Team.
Applications must be submitted via the online system by no later than 6th June 2025
All queries can be raised with Bahieya Dolley , Ext 4565 or e-mail ssf.recruitment.vwsa.r.uit@vwsa.co.za
Volkswagen Group South Africa is committed to developing all its employees, and to provide equal opportunity to those with disabilities or from previously disadvantaged groups, in line with our Transformation goals and Employment Equity Plan
The future of mobility is changing. What do we contribute to this? Volkswagen produces vehicles in 14 countries and delivers them to customers in more than 150 markets worldwide. Electromobility, smart mobility and digital transformation are our core topics for the future. For many millions of people, Volkswagen is the epitome of mobility- not only today, but also tomorrow. Become part of it and help develop new solutions with your curiosity and ideas. You can expect a diverse team that supports you and with whom you can grow together and develop your potential.
Applications are invited from suitably qualified & experienced candidates to fill the NSO Group Services Manager position in the VW Department - NSO (Sandton)
Brief Role Description
Based in Sandton within the VW NSO services, this role is responsible for the Management of the Customer Experience Center and NSO fleet and maintenance services including SLA’s and third-party contractors
Possible Tasks within this Role
- Oversee NSO facilities throughout South Africa and Sub-Saharan Africa, ensuring ISO compliance in health, safety, energy, and risk, while delivering consulting and training services and managing reporting to key stakeholders.
- Lead the development and execution of integrated Customer Experience strategies for Volkswagen South Africa and its Dealer Network, ensuring training programs align with Group and global standards to sustain a Top 3 position in Customer Competitive Experience Surveys.
- Improve customer loyalty by developing Dealer Network personnel capabilities to uphold Volkswagen South Africa’s Employer of Choice status, while overseeing budgets and contracts for the Customer Experience Centre and external suppliers.
- Develop financial models to drive additional revenue and profit streams for the Customer Experience Centre, while overseeing the full NSO fleet management function, including coordination with third-party suppliers.
- Lead the 3–5 year strategic planning and communication for the Customer Experience Centre, aligning its vision and goals with Volkswagen Group South Africa and distinct brand strategies, while managing operations through a “House of Brands” model to ensure both independence and coordination with key business units.
- Oversee procurement for outsourced services at the Customer Experience Centre and develop its value proposition, communicating effectively with the Dealer Network and key stakeholders including the South Africa Board of Management, National Dealer Council, and headquarters.
- Lead the development and execution of a benchmark Customer Service Strategy across all Brands and Dealer Networks to increase market share and profitability by building lasting customer relationships and enhancing sales and after-sales processes as a competitive advantage.
- Collaborate with Brands and Dealers to define effective retail and customer loyalty management strategies within digitally disruptive, multi-modal, and omni-channel environments, emphasizing process, systems, people, and change management. Oversee the design and implementation of unique Brand training programs aligned with Group standards and local compliance requirements.
- Develop and implement a comprehensive People, Talent, and Retention Strategy across the entire employee lifecycle, partnering to deliver services such as pre-employment assessments, key role qualifications, leadership development, and new model introductions. Oversee the creation of the Annual Customer Experience Centre Strategy, including service delivery catalogues and schedules. Define and negotiate annual training service requirements with VWAG for 22 Sub-Saharan markets, coordinating delivery through the Centurion Training Academy in South Africa.
Qualification requirements
- Bachelor’s degree in finance, Project Management, Logistics and or production management and systems
|
Experience Needed
- 10 years of automotive industry experience, including 5 years in management roles
- 2–3 years of experience in Business Process Reengineering, project management, and dealer management
Essentials
|
- Proven expertise in contract management and decision-making, with the ability to navigate complex and diverse business environments
Note:
Please ensure that you upload a certified copy of your ID and Qualification to be considered for this position
At Volkswagen, we value an inclusive and diverse culture. We offer a trustworthy environment because we live up to our corporate values, Respect/Integrity/Excellence/One Team.
Applications must be submitted via the online system by no later than 6th June 2025
All queries can be raised with Bahieya Dolley , Ext 4565 or e-mail ssf.recruitment.vwsa.r.uit@vwsa.co.za
Volkswagen Group South Africa is committed to developing all its employees, and to provide equal opportunity to those with disabilities or from previously disadvantaged groups, in line with our Transformation goals and Employment Equity Plan
ZA