Elizabeth Martin
New Beith,QLD
Summary
A proven leader in service market development with Volvo Group Australia to which i have demonstrated exceptional ability to lead teams, foster continuous improvement, and develop efficient workshops across the network. Skilled in commercial acumen and fostering strong dealer and stakeholder relationships.
Professional in market development with focus on achieving impactful results and driving growth. I am known for strategic planning and execution, leading to successful market penetration and competitive positioning. Collaborative team player with strong ability to adapt to dynamic market conditions and deliver innovative solutions.
Overview
18
18
years of professional experience
Work History
Service Market Development Manager
Volvo Group Australia
06.2021 - Current
- Perform duties in AOR - Dealers WA, QLD Metro, NSW Metro, Canberra, Wollongong, Lismore & Coffs Harbour
- Provide monthly reporting on KPI tracking and activities per Dealership
- Conduct Commercial Crew Meetings with Dealer Group Management
- Liaise with all HQ Business Units to support Dealer network
- Liaise with Finance Business control on monthly expenditure for Wholesale parts purchases & Dealer financial support
- Retail Service Market expert key point of contact
- High focus on Dealer process & procedures and continual improvements using Lean for Retail
- Support Dealer network in driving service labour sales, Parts sales and increase ROS by 4%YOY
- Support Dealer to implement strategies to improve customer satisfaction by 2% YOY
- Develop retail strategies with Dealer Management to achieve Key Performance Indicators to achieve Dealer Incentives
- Perform Dealer gap analysis and provide recommendations for improvements
- Liaise with other business units for training and competency gaps in Dealerships
- Conduct Dealer training & support
- Support with change management
Service Agreement Manager
Volvo Group Australia
09.2014 - 06.2021
- Ensured exceptional customer service to the Dealer Network by delivering extensive knowledge of products and services
- Created reporting systems to track and improve Service Contract performance
- Improved Service Contract Penetration YOY by 20%
- Built Service Contract portfolio from $9m to $300m
- Built positive rapport and relationships with the Dealer Network.
- Lead and developed a strong Service Contract team with a focus of continuous improvement
- Managed Risk with a positive financial outcome
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Monthly financial reporting and management presentation
- Used critical thinking to break down problems, evaluate solutions and make decisions.
UD Order & Fulfilment Supervisor
Volvo Group Australia
02.2012 - 09.2014
- Ensure cost effective and timely completion of new truck orders for production
- Lead quick effective process and procedures including Market sales assistance, Dealer Truck Payments, Dealer stock reporting
- Responsible for the review, planning, inventory control and forecasting
- Worked effectively in fast-paced environments
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
Mack Trucks Order Office Coordinator
Volvo Group Australia
07.2007 - 02.2012
- Organised records of vehicles, schedules and completed orders.
- Collaborated with manufacturing and supply chain management.
- Review all truck orders including special build requests
- Communicated with manufacturing all build schedules
- Communicated all truck transfers, transport between Dealers
- Maintained effective team member communication.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
Service Market Leadership
Volvo Group University
05-2024
Diploma of Management - Business
Brisbane North Institute Tafe
Brisbane, QLD07.2012
Skills
- Leading & Developing
- Dealer Development
- Service Market Expert
- Dealer Management Systems
- Risk Management
- Commercial Acumen
- Continuous Improvement
- Data-driven decision making
- Customer segmentation
- Teamwork and collaboration
Accomplishments
Service Market Development Manager
- ORCA - Clear Leadership Service Market Management
- Behavioural Management Training
- AOR Dealer of the Year 2021, 2022, 2023
- Customer Satisfaction Dealer of the year 2021
- Parts Penetration YoY growth 4%+
- Lean Achievements
Service Agreement Manager
- Achieved YoY growth in Service Agreement portfolio of more than 300%
- Continuous Improvements with SOP
UD Order & Fulfillment Supervisor
- Successful transition of relocation of the UD Order office to Brisbane
Timeline
Service Market Development Manager
Volvo Group Australia
06.2021 - Current
Service Agreement Manager
Volvo Group Australia
09.2014 - 06.2021
UD Order & Fulfilment Supervisor
Volvo Group Australia
02.2012 - 09.2014
Mack Trucks Order Office Coordinator
Volvo Group Australia
07.2007 - 02.2012
Service Market Leadership
Volvo Group University
Diploma of Management - Business
Brisbane North Institute Tafe
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