The Country Technical Delegate Project Manager is responsible for leading and coordinating the team of Technical Delegates within one specific country, ensuring the correct execution of the program at local level.
The role contributes to MSX and Client objectives by securing the achievement of project KPIs, ensuring high quality of technical activities across the dealer network, full adherence to Client standards, and the sharing of best practices among Technical Delegates.
The Country Technical Delegate Project Manager manages a portfolio of activities and initiatives in the assigned country, coordinates the field team, maintains a structured and regular interface with the Client at country level, and drives continuous improvement of processes and service delivery.
Key activities and responsibilities:
Project Delivery & Governance
- Ensure achievement of project KPIs (quantitative and qualitative) related to Technical Delegate activities in the country.
- Build, maintain and communicate a clear local governance model (activity calendar, information flows, roles and responsibilities).
- Plan and monitor the Technical Delegates’ visit schedules and field interventions, ensuring adequate coverage and prioritization (e.g. critical dealers, new openings, pilot projects).
- Analyse team performance reports (quality cases, complex diagnoses, resolution time, first-time fix rate, customer satisfaction, etc.) and implement improvement plans.
- Ensure compliance with MSX and Client business, brand, safety and quality standards in all network activities.
- Coordinate the local implementation of new project initiatives or process updates defined by central MSX/Client teams.
- Identify and share with the Client improvement proposals, process innovations and opportunities to extend or enhance services.
Client Management – Country Level
- Act as the primary operational interface for the Client in the country on all topics related to the Technical Delegate team.
- Prepare and lead regular meetings with the Client (steering committees, operational reviews, performance reviews) presenting analysis, results, issues and action plans.
- Develop and maintain a country business plan aligned with the overall objectives of the project.
- Translate Client needs into clear operational requirements and priorities for the Technical Delegate team.
- Support the Client in the definition and launch of tactical initiatives (technical campaigns, focus on critical areas, new KPIs, etc.).
Team Management & People Development
- Lead, motivate and support the country Technical Delegate team, ensuring clarity of objectives, priorities and ways of working.
- Conduct regular performance reviews and define individual and team development plans.
- Ensure effective onboarding of new Technical Delegates and plan continuous training (technical and soft skills) in collaboration with MSX and Client stakeholders.
- Monitor team workload and ensure balanced distribution of activities, territories and case complexity.
- Promote a culture of collaboration, knowledge sharing and continuous improvement within the team.
Reporting, Analytics & Continuous Improvement
- Produce clear and concise reporting on country performance (KPIs, trends, root causes of non-conformities, lessons learned).
- Use data and analytics to identify improvement areas, define corrective actions and monitor their impact.
- Contribute to the definition and refinement of reporting tools and performance standards for Technical Delegates.
- Share best practices across countries (where applicable).