1. Paul Godfrey-Watson
11 Burntwood View, Loggerheads, Market Drayton, TF94GZ
07841 569861 (mobile)
E-mail: paul.godfrey-watson@fiat.com
PROFILE
Proven track record in conceiving & designing technical, financial & commercial
solutions resulting in improved performance in customer experience and retailer
revenue. Innovative, able to see the whole picture, dedicated to providing
excellence in customer service whilst appreciating individual company financials.
Strong leadership, excellent managerial skills, believing in employee
empowerment, proven track record of building, motivating & coaching successful
teams, experienced leader inspiring loyalty, dedication and peak performance in
others, devising successful strategies to improve regional & retailer performance.
High professional standards and integrity, extensive industry knowledge &
commercial awareness in the Aftersales arena.
CAREER ACHIEVEMENTS
Aftersales Area Manager & National Aftersales Manager FCA Ireland
April 2013 – Current
Appointed to the new Role of Aftersales Area Manger – Region 6
Field based, to maximise the Aftersales business potential within the region,
Coaching dealers in all aspects of the Aftersales business and customer
relationship management, managing the change in culture through measurement
and coaching, in order to increase levels of customer experience, increasing
turnover and capability.
Ensuring the dealer achieves the agreed FGA Parts and Accessory objectives and
their own company financials.
Ensuring customer retention is paramount, analysing of current performance and
addressing areas of underperformance, through the creation of SMART actions
and bespoke coaching.
Ensuring the continual compliance of dealer standards, identifying areas of non-
compliance, agreeing and implementing compliance corrective actions.
Ensuring the dealership skill levels are maintained and developed through skill
set analysis with the creation of training plans and individual Personal
Development Plans to benefit the business and the individual through
manufacturer supported training (Commercial and Technical).
Maintaining a regular visit cycle including performance reviews with departmental
heads and heads of business to ensure the areas of underperformance are
addressed within a specific time frame with managerial ownership of the
corrective actions.
Communicating the required corrective actions to staff, providing coaching on the
same through the implementation of a documented core process.
Agreeing local AOI marketing to promote the dealer’s Aftersales Business,
ensuring marketing contain the 3R’s – Right Message- to address
underperformance / increase performance maximising upon all opportunities.
Right Customer – Ensuring the retailer’s promotion is specifically directed to the

2. correct customer / parc profile. Right Time – ensuring the retailer is utilising the
DMS and Manufacturer systems to ensure the promotion is timed to coincide with
vehicular requirements. Ensuring all promotions are followed up correctly with all
contact being recorded for measurement and analysis.
Ensuring the retailer is maximising every opportunity presented, with 100% VHC
penetration, providing coaching on upsell and implementing an effective deferred
follow up process. Increasing customer retention through the sale of Service
Plans, the provision of service excellence and the adding of value to the retailer
experience as opposed to the IMT experience through a documented Core
Process.
Development of retailer and retailer staff to maintain and improve service and
customer experience thereby maximising retention and retailer / network
profitability through the implementation of an Aftersales Core Process
Working closely with the retailer ensuring each member of staff have the
required skills and knowledge to carry out their duties to the optimum level.
Identifying areas of opportunity for the network and manufacturer through the
identification of Key business opportunities, supporting these Key Business via
the dealer network, most notably with West Midlands, North West, East Midlands
NHS Trust , Severn Trent Water on their Commercial Vehicle fleet, Export of
FGA / GM, PSA crossover products to Europe.
Working closely with MSXI on Warranty Process, providing coaching on areas of
underperformance identified through the Warranty Audit process.
Created Aftersales Core Process for FIAT Group Passenger Vehicles and FIAT
Professional Vehicles.
Wrote the current FIAT Parts Managers Training Needs Analysis.
Delivered Year on Year growth in Region and Retailer Aftersales in both Parts,
Service and Customer Excellence arenas.
National Aftersales Manager Ireland
Appointed to this role in addition to the regional role in the UK Jan 2015,
managing and developing the Irish Market Field Force and the Irish FCA
Network, Responsibilities include: Development of the FCA Brand network in
Ireland through the delivering and adherence to Brand Standards, developing an
Aftersales Network that carries certification in all Key Roles through Branded
Training and individual Key Role training paths. Increasing dealer revenue
through specific targeted and perpetual marketing, providing bespoke on site
coaching to develop a change in culture that leads to the implementation of a
core process that will deliver increased revenue, customer retention and an
excellent customer experience.
Identifying areas of opportunity for the network and FCA through the
identification of key business opportunities, supporting these key business via the
dealer network, most notably with An Garda Síochána, Lease Plan, Eircom, Hire
Services and County Councils all of which are operating large FCA Branded fleets
that were being serviced and maintained through the Independent Motor Trader
network, now being serviced and maintained through the authorised network
Responsible for delivering on all budgetary key financials.
Aftersales Business Development Manager June 2012 – April 2013

3. Impetus Automotive Consultant to FGA
Seconded to Aftersales Business Development Manager role covering Region 3
UK, geographical coverage from Cheshire to Dumfries & Galloway containing 40
Dealers. Field based responsible for developing the dealers aftersales business in
order to achieve the dealers agreed FGA Parts and Accessory objectives whilst
ensuring the dealers own company financial objectives are achieved, delivering
year on year growth with Parts and Accessory sales through the Workshop and
Trade channels. Identification of areas of underperformance, creating technical
and commercial solutions to address the areas of underperformance, with
implementation through a documented Core Process with the provision of
bespoke coaching. Agreeing local AOI marketing to promote the dealer’s
Aftersales Business, ensuring marketing contain the 3R’s – Right Message- to
address underperformance / increase performance. Right Customer – Ensuring
the dealers promotion is specifically directed to the correct customer / parc
profile. Right Time – ensuring the dealer is utilising the DMS and Manufacturer
systems to ensure the promotion is timed to coincide with vehicular
requirements. Ensuring all promotions are followed up correctly with all contact
being recorded for measurement and analysis.
Ensuring the dealer is maximising every opportunity presented, with 100% VHC
penetration, providing coaching on upsell and implementing an effective deferred
follow up process. Increasing customer retention through the sale of Service
Plans, the provision of service excellence and the adding of value to the dealer
experience as opposed to the IMT experience through a documented Core
Process.
Developing the dealership to maintain and improve on the deliverance of brand
standards, through Aftersales training and dealership Parts and Accessory
promotional display.
Maximising customer attraction & retention, thereby increasing the network
profitability.
Business Development Manager Ireland March 2011 – June 2012
Impetus Automotive Consultant to FGA
Seconded into an Aftersales Business Development Manager role covering
2 open positions in Ireland on a part time basis whilst maintaining the Workshop
Business Development role.
Field based in Ireland every second week, responsible for increasing Parts sales
through the dealer network, identifying of areas of opportunity with in the
dealers area of responsibility, analysing the top performing product families
looking at year on year comparison locally and nationally to identify areas of
underperformance, implementing actions to correct underperformance.
Supporting the dealer to develop the existing business through the identification
of areas of missed opportunity and attract new business through local market
analysis & marketing, implementation of core processes that provide excellence
in customer experience, enabling the dealer to maximise upon the opportunity
presented whilst adding value to the customer.
Identifying areas of opportunity for the network and manufacturer through the
identification of Key business opportunities, supporting these Key Business via
the dealer network.- An Garda Síochána FIAT Commercial and Passenger
Vehicles.

4. Workshop Business Development Manager Jan 2010- March 2012
Impetus Automotive Consultant to FGA
Field based London & South East England (North West Feb 2011- June 2012)
Responsible for increasing Parts and Labour sales through the workshop.
Understanding individual dealer performance based on local market analysis and
site specific influencing factors, Identification of areas of opportunity within the
existing business and the Dealer Car Parc, increasing Parts and Labour sales
through the workshop, setting and agreeing key financial and Customer Service
objectives. Creation and implementation of a Service Core Process. Providing
coaching, guidance and support for all Aftersales staff (as appropriate) utilising
Best Practice operating procedures as benchmarks, ensuring all staff are aware
of their role in developing an sustaining a change culture for the benefit of the
customer and the business. Devising and recommending strategies, processes
and solutions to address the business needs including, Marketing, Lost Sales,
Missed Opportunities, Operational & Competitive Market Analysis. Ensuring the
Customer experience is one of excellence and is delivered in a professional
structured manner thus exceeding the customer’s expectations. Development of
plans for the basic and further training of personnel in accordance with their
qualifications and proficiency and the carrying out of basic and further
measurements in agreement with the Senior Management by agreeing personal
development plans carrying out an ongoing analysis of available resources
ensuring regular Training Needs Analysis are carried out and training is provided
to meet the demands of the customer and business needs in line with company
financials.
Service Quality Coach (Volkswagen)
Impetus Automotive Consultant to Volkswagen
Field based covering Northern Ireland, Scotland, North East England & Yorkshire
Achievements: Average positive change in retailer Performance CEM and FTF of
5.5%.
Involved in the creation of the UK specific version of the Service Core Process
Check list version 3.5 and initial role out of retailer assessments.
Responsibilities: To indentify areas of underperformance within the dealers
after-sales dept especially those adversely effecting Return To Work and
Customer Experience, formulate an action plan and ensure those responsible
within the dealership implement it within an agreed timescale by coaching,
guidance and support.
Review mystery shops, using the results as a coaching tool, provide an action
plan to overcome performance shortfalls.
Review all aspects of the “customer path to service completion” ensuring an
enjoyable and rewarding experience, including the creation, formulation and
implementation of an immediate customer feedback process.
Continuously maintaining and improving After-sales Performance in the dealers
of responsibility by coaching the dealer staff to recognise areas of
underperformance and how to formulate and implement action plans, ensuring
the implemented processes are sustainable within the business by supporting the
dealer during implementation.
Instrumental in the creation of the Pan European Volkswagen Quality
Management dealer standards check list, incorporating (ISO 9002) & current
block exemption regulations 1400/2002

5. Isaac Agnew Ltd 1998-2008
SEAT Brand & Aftersales Manager
Belfast (Ladas Drive & Boucher Road)
Achievements: Developed 2 successful Aftersales Businesses
Achieved ISO 9002 Accreditation,
Responsibilities: Setting and agreeing Aftersales Budgets, Business Plans &
Marketing Plans. Identifying and maximizing all opportunities to increase
Customer Satisfaction & Service thus increasing Customer retention, utilising
the Customer Satisfaction Survey results as a medium to create Action Plans
and provide coaching to staff as required, ensuring all profit opportunities
were maximized, ensuring initiatives, campaigns & promotions offered by the
Manufacturer were fully implemented.
Maintaining Brand Standards to ensure the business retained its Partnership
status through ISO certification and Block Exemption Regulation assessments.
Ensuring all operations within the Aftersales Business were aligned to Brand
Requirements including warranty process and development, which included
creating a Warranty Development Team sharing Best Practice with
Volkswagen, Audi & Commercial Vehicle Aftersales Managers and Warranty
Administrators within the Agnew Group, sharing Best Practice and adopting a
Common Robust Process. Carrying out Training Needs Analysis to maintain
and develop the skills set within the business, identifying individual strengths
and weaknesses to provide coaching and guidance and agree Personal
Development Plans.
Continuous monitoring and measurement of the business to maintain the
profitability of the company, the reputation of Isaac Agnew and the SEAT Brand
Isaac Agnew
Parts Manager 1995-1998
SEAT Belfast (Ladas Drive)
Achievements: Created, Developed & Maintained a profitable Parts Department
Responsibilities: Setting and agreeing Parts Budgets, Business Plans and
Marketing Plans. Ensuring the depth and width of the stock was adequate to
maintain a high customer service level to Retail, Trade and Internal
Customers, by creating a Stock Management Programme with an obsolescence
policy and ensuring the stock profile was aligned to the Car Parc.
Ensuring all operations within the Parts Department were carried out to Brand
Standards.
Maintained all aspects of the Warranty operation inline with Brand Warranty
Guidelines.
Isaac Agnew Ltd
SMW Volvo, SEAT & Suzuki 1993-1995
Parts Executive & Warranty Administrator

6. Ladas Drive Belfast
Responsibilities: Ensuring Customer Service Levels were maintained within the
Parts Operation for Retail, Trade and workshop customers with structured
processes for Ordering, Goods inwards, lost sales analysis, perpetual stock
checking and obsolescence control thus ensuring the Parts department
contributed to the deliverance of excellent Customer Service levels delivered
throughout the business. Costing, Coding and inputting Warranty Claims
ensuring that each claim conformed to Warranty standards as required by the
individual manufactures and documented within there respective Warranty
Guides, identification and coaching on areas of shortfall from front of house
process through to workshop, parts issue and return, storage and returning of
displaced components.
Roy Paul Motors Volvo & SEAT
Parts and Service Advisor 1991-1993
Responsibilities: Ensuring Customer Service Levels were maintained within the
Aftersales Departments. Parts Department: Ensuring Retail, Trade and
workshop customer’s needs were met with structured processes for Ordering,
Goods inwards, lost sales analysis, perpetual stock checking and obsolescence
control thus ensuring the Parts department contributed to the deliverance of
excellent Customer Service levels delivered throughout the business.
Service Department: Ensuring the customer’s needs were met through,
preplanning “preparing to receive” and interdepartmental communication,
prepicking and Speculative ordering, Skill set identification to ensure the repair
is issued to the technician with the required skill to complete the repair right
first time and within the Manufactures agreed time. Ensuring the customer’s
expectations were set by communicating the Added Value operations carried
out and the features and benefits of using an authorised repairer. Recording of
lost and deferred sales and ensuring timely follow up. Ensuring both
Departments met the company financial budgets.
Skills Developed
• Behavioral Coaching
• Assessment, coaching & Motivation Skills
• Excellent Communication Skills
• Excellent Aftersales Commercial Awareness
• Ability to interact and operate at all levels
EDUCATION & QUALIFICATIONS
1990-1992
North Down College

7. Mechanical Engineering
NVQ 1- 3
1990
Government Training Centre
City & Guilds I.T.
City & Guilds Welding (ARC & MIG)
1985-1990
Scrabo Secondary Intermediate High School
Newtownards
GCSE
Grades: 7 top Grade GCSE
Manufacturer Training
Volvo Parts Management
Selling the Volvo Way
Volvo Warranty
Customer Handling Skills
SEAT Parts Management 1
SEAT Parts Management 2
SEAT Service Management 1
SEAT Service Management 2
SEAT Aftersales Management 1
SEAT Aftersales Management 2
SEAT Warranty
SAGA 2
SEAT Vehicle Sales
SEAT ON Line Training Coordinator
ISO Accreditation Module 1
ISO Accreditation Module 2
ISO Accreditation Module 3
ISO Accreditation Module 4
ISO Accreditation Module 5
Body Language interpretation
Method of Instruction
SEAT Dealer Principal Assessment
SEAT Dealer Principal Development– Law of Sales
SEAT Dealer Principal Development– Aftersales Management
SEAT Dealer Principal Development – Marketing
SEAT Dealer Principal Development – People Coaching

8. City & Guilds – FSA & Insurance Principals
PERSONAL
Married, Excellent health, Clean full driving licence, Non-smoker
INTERESTS
Rugby Football Travel DIY