Winners 2019

Aftersales and workshop

Charlotte’s transformational performance at this key McLaren showroom, run by Jardine Motors Group, has grabbed the attention of her seniors and secured her the win in this category. She joined in 2016 after moving up through the industry, first as a senior service advisor at Slough Audi, then as service manager at BMW Heathrow. At McLaren Ascot, Charlotte and her team have dramatically improved the level of customer satisfaction, improving the site’s ‘Voice of the Customer’ score from 33 last year to 60 this year. Charlotte successfully recruited, trained and motivated one of the most knowledgeable McLaren aftersales teams in the EU, and her best-practice ideas have been rolled out and implemented by McLaren Automotive. Jardine Motors’ recognition of her abilities are reflected in her enrollment on the firm’s Leaders of the Future programme, and she looks certain to achieve her medium-term goal of promotion to general manager.

Aftersales and workshop nominees

Rochelle Carter, McLaren Automotive

Rochelle leads a team of nine charged with boosting revenue from aftersales via McLaren’s expanding global network of retailers. She does this by keeping in continual contact with regional aftersales managers to find out what support they need. Last year she set up the Aftersales Retailer steering group, which gathered some of the most influential retailer representatives to share their knowledge. Rochelle started in the industry on a work placement at the Volkswagen Group’s aftersales team in 2011 and returned to them two years later as marketing communications manager. She left in 2016 to join McLaren Automotive as aftersales marketing manager and has held this temporary promotion since January.

Danielle Chappell, Burrows Motor Company

Danielle started in the motor industry as a dealer receptionist to help pay her way through a fashion course at college, but she quickly learnt the ropes and it led to the offer of a job as service advisor. Eight years ago she switched to the Burrows dealer group, rising through the ranks to her current position. “I applied for the role at the last minute, thinking I wouldn’t have a chance against the nine males who were being interviewed,” she said. But against her expectations she got the job. Since her promotion, her proudest achievement has been gaining 100% score in a recent Toyota Service Management audit.

Lucy Ford, Volkswagen Group UK

Lucy started her career at the Volkswagen Group in 2016 as one of nine women and four men chosen from more than 1400 graduate scheme candidates. Since starting at SEAT as a sales programme executive, she has had stints in technical planning, customer experience and sales operations. Today Lucy has responsibility over 14 Trade Parts Specialist Centres selling car parts, oil, tyres and tooling for all VW Group brands, and she’s responsible for nearly £60 million worth of turnover. After just two months in the role, her region was ranked first on February’s and March’s 'balanced scorecard' – a measure looking at 14 separate key performance indicators for all centres.

 

Claire Lomax, Jardine Motors Group

Claire only joined Jardine in 2017 but in that time she’s been promoted twice. She had been one of the UK’s youngest service managers following a rapid rise from the role of apprentice service advisor in 2001, but she lacked a support network in the company she worked for. Now vastly more experienced, Claire is responsible for a team of 34 that deliver turnover in excess of £2.6 million and 26,000 service hours annually. She is currently being mentored as part of Jardine's relationship with the Women Ahead programme to help in her goal of becoming head of business at a dealer or taking a divisional role within the next five to ten years.

Cate Parker, Jardine Motors Group

Evidence of Cate’s positive impact on arriving at JLR Reading can be seen in the reduction of work-in-progress jobs on customer cars. Those figures were too high, exposing the business to risk and making customers unhappy. Thanks to Cate, the dealership is now number one in the aftersales scorecard for work-in-progress control across Jardine’s JLR outlets. She started in the industry back in 2013 as service advisor at Guildford Audi, but her four promotions in between, including to divisional aftersales manager, is a reflection of her skills. She’s now deciding between pursuing more senior divisional roles or aiming for a dealership head of business post.

Lorraine Patten, Hyundai Motor UK

In the five years she’s worked at Hyundai, Lorraine has secured herself two promotions within the parts division, the latest in 2017. She joined the company after amassing knowledge of the business at automotive parts supplier Allparts Automotive, leaving the company as pricing manager. In her current role she’s also responsible for developing Hyundai’s parts operation and accessory product range. She’s also accountable for the company’s parts sales performance across its 172 dealers, a business segment which has enjoyed double-digit growth every year since she joined.

Lindsay Quinton, Bentley

Lindsay’s job is to motivate Bentley’s global dealer network to grow its aftersales revenue through the creation of marketing material to encourage greater spend by existing customers at dealerships. One initiative instigated by Lindsay is the Elite Club programme, which rewards top-performing aftersales managers with an expenses-paid trip – and incentive for she has been allocated a budget in excess of £150,000. Lindsay has been at Bentley for 13 years, joining first as an aftersales marketing coordinator before moving to regional marketing manager and finally to her current job.

Emily Robinson, Marshall

Emily has transformed the servicing and repair element of this south London Audi dealership, run by Marshall, since joining last year. “She inherited a culture of 'work to rule' but now has a team of people who go the extra mile to support each other,” said Toby Burton, market area operations manager for Marshall. Increased business means she now has eight technicians instead of five, but better productivity allows her to work with the same seven service ramps. Emily started out working in a small bodyshop but rose to service team manager at BMW/Mini Hailsham. Identified as a future general manager, Emily was sponsored to sit for a diploma in retail automotive management at Loughborough University, which she will finish this year.

 

Lisa Underhill, Marshall Motor Group

Lisa was described in her nomination as having a “dramatic” impact on the aftersales department of this north-west dealership. Prior to her joining, it was underperforming in terms of cost control, profit, customer service and customer engagement. Lisa either recruited new staff or engaged the existing ones and improved processes to the point that the department is now a top performer in all those key metrics. She joined the Marshall-run dealer at the end of 2017 after working for Nissan as service advisor alongside the current aftersales manager, who recognised her talent and brought her over. Lisa is now enrolled on Marshall’s Future Leaders programme and is expected to go far.

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