■Once Upon a Time■ Swedish OEM Entrepreneur meets Mitac (R.L.Polk-Mitac) Dealer Development Team!
March 1, 2024, Automotive Retail Inside, Steffen Karl (SK):
It's great to see you, Rob. I'm glad you're here.
■Rob van Rijswijk (RvR): Thanks for having me Steffen.
SK: I first met you in Volvo during a particular time in our industry. You were responsible for Retail Network Development for Central Europe at that time.
Can you recall the topic we discussed during our meeting?
■RvR: In the late 1990s, we worked on a new car retail strategy, anticipating increased competition and a changing market. We looked at solutions for managing the used car business more professionally. Over 25 years later, these same issues persist.
Amongst others, we looked at residual value optimisation and the requirement of professionalisation of used car management on corporate and retail levels.
SK: As an expert in OEM interface and retail distribution, you have demonstrated your skills on a global scale over the past few years.
From my perspective, you were one of the driving forces within the MSXi Leadership team.
What were your main takeaways from working for a global motor industry solution provider all these years?
■RvR: The automotive industry has been primarily focused on short-term profits, with a continuous push to optimise the existing distribution model.
However, new technologies and manufacturers without the legacy of the traditional retail model have opened up the potential for a new distribution model aimed at revenue optimisation and cost reduction.
Digital technologies such as advanced connectivity and AI are enablers for this transformation. If they want to become or remain successful, people remain a significant challenge for the industry in implementing such changes.
SK: It appears that you have consciously chosen to pursue a career in the automotive industry. This could be due to your interest and admiration for this particular sector, or perhaps because you have acquired valuable skills and knowledge in this field - or both?
■RvR: When I started 30+ years ago on a parts logistics project, I understood that the car and truck business (and, for that matter, all mobility-enabling products) is multi-faceted, challenging, and at the heart of every society. I had the opportunity to be involved in many aspects of automotive on corporate, regional, and local levels, and that provided me with an excellent foundation for my work moving forward.
SK: What or who inspires and drives you toward achieving your business goals?
RvR: I am very passionate about change and how to drive organisations toward success. Aspects like expertise and past experiences help but are only part of the story. The capability to bring this together with organisations, executives, teams, and partners will enable change for the better.
SK: Please provide me with a snapshot of your current business challenges.
■RvR: To redefine the automotive distribution model, we need collaboration, trust, and openness. Customers expect flexible and cost-transparent solutions. There is no one-size-fits-all model for success, nor are generational segments relevant. Gen Z seeks human engagement despite being digital natives. The new model must balance digital and human engagement, managing financial risks.
SK: I'd love to know about your area of expertise. Please share the field in which you excel. KKnowing your strengths will help me understand how best I can collaborate with you.
■RvR: My strength is in managing the implementation of highly complex change processes and projects based on a structural and analytic approach, backed up by multi-cultural experience in various regions of the world, broad expertise, a team-oriented working style with a significant focus on communication and an absolute drive to make things happen.
SK: Your expertise is crucial to us.
Please specify whether you have more experience in OEM or retail.
■RvR: I have been primarily involved in retail strategy development and implementation on the OEM side or as a service provider to the OEM. For this to succeed, though, working with retailers is essential.
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SK: We are curious to know what it takes to succeed in the automotive retail industry at a global level?
■RvR: Be curious, be focused, be honest, and make sure to have fun; then, you can manage anything.
Could you dive deeper into what drives success in our fiercely competitive industry?
■RvR: Depends on how you define success. Ultimately, it is all about being relevant to the customer in all you do and doing that so that the money the customers spend delivers a smile on their faces.
SK: The future of the traditional car dealership appears to be in jeopardy.
The rise of virtual consumer behaviour, the growing importance of manufacturers' in-sourcing of import and retail distribution (such as Tesla and Nio), and the introduction of the agency model all point towards a shift away from the traditional dealership model.
Will car dealerships become irrelevant in the future?
■RvR: Human engagement will remain crucial in the automotive industry but differ from the current model. Customers will have more flexibility to engage when and where they want. Local representatives will continue to play an active role in managing customers and addressing their brand-related concerns.
SK: Will the customer journey bypass the dealership in the future?
■RvR: Buying a car can be done online, but human engagement will still be expected.
So, further integrating the digital and human customer interfaces in the customer engagement process will be crucial for all Market players.
SK: Thanks a lot for your valuable messages! Your expertise has been beneficial, and I'm genuinely grateful for it.
■Career Milestones of Rob van Rijswijk■
■ LinkedIn Profile Rob van Rijswijk