Change at top for dealership

The chief executive officer of a Dunedin dealership is retiring after 15 years in the job and nearly four decades of working in the automotive industry.

Adrienne Ensor has been at Cooke Howlison Toyota since 2007 and officially announced her intention to step down in March this year.

She has remained in the role during the hunt for her successor and will have her final day at the business this month after spending recent weeks handing over the reins to the new CEO, Matthew Downing.

Ensor says she is comfortable with her decision to retire but admits it will be strange on the first day when she doesn’t have to head into work. 

“It will be a bit bittersweet but I’m looking forward to retiring,” she adds. “I will miss the motor industry, the people in it, the day-to-day challenges and the fun times I have had.”

Her career in the industry started when she became the wages clerk at City Motors in Dunedin in May 1979. She spent 23 years with the company as she moved through the business and its various administration roles.

“I like to know why things are done the way they are and I learned a lot about what all the departments did and became a registered salesperson as well,” she notes.

Ensor then decided to have a career change and worked for a share broking company for six years before returning to the automotive sector to take up the CEO post at Cooke Howlison Toyota. 

“I wanted to reinvent myself and learn about business in another industry, which was good, but the time came when I had missed the motor industry. I wanted to get back in and the opportunity came up for this role with Cooke Howlison.

“What I really enjoy about the industry is the people, those you work with and the customers. I have customers from way back in the early days who are still friends. It’s all about the people.”

During her career she has seen many changes but one that stands out for her is the shift in the public perception of those selling vehicles.

“When I started in the industry, a car salesperson was considered to be at the bottom of the pile along with insurance salespeople. That has changed a lot and I always liked Toyota’s focus on creating a good customer experience.

“Our customers today trust us and trust we’re doing the best for them, especially with Toyota’s selling model because they know they’re getting the best deal they possibly can.

“I’ve been very proud over the past 15 years to have worked for a very well-respected, locally owned company in Cooke Howlison and one that is coupled with Toyota, which is the number one car brand.”

Looking ahead, she predicts the biggest challenge for the industry will be around compliance and having to meet new emissions standards set by the government.

For herself, she’s looking forward to being able to dedicate more time to her family and other interests.

“I’ll still be busy but just have more time to do the other side of my life. I’m still heavily involved in netball and still umpire. I also volunteer for other organisations and will have more time to do that.”

Meanwhile, Downing says he is excited about stepping into his new role, which he takes on after being based at Toyota New Zealand’s headquarters in Palmerston North for the past three years.

Downing was the national new vehicle manager retail sales and operations for Toyota NZ, which involved working with sales managers across the country. 

Prior to that he was sales director and general manager at Miles Toyota in Christchurch between 2013 and 2019, and has also enjoyed roles at Hawke’s Bay Toyota and King Toyota in Lower Hutt in the past.

He notes the chief executive officer position at Cooke Howlison Toyota was one of those opportunities that doesn’t come along often. 

“I’d been working in dealerships for about 20 years in sales and CEO positions and then had the opportunity to go to Toyota New Zealand to work in a corporate environment,” he adds. 

“It gave me a wider appreciation for what the broader business entails, but my heart is in the dealerships with the customers and there’s not been a role like this come up in the past three or four years.

“It’s a good business in a good position and Adrienne has done a stunning job.”

Downing says there will be a lot of change for the business, and others in the sector, over the coming year based on government policies and customer requirements.

“I think the biggest challenge today is managing customer expectations. We have seen that people are prepared to wait and customer expectations are evolving. 

“The relationship between the store and customer has also changed, especially as a result of Covid-19. The dynamic for sales staff has changed to become more of a relationship manager with consumers from the enquiry stage through to post-sale.

“I’m accepting that supply will also continue to be a challenge for some time as it will be for the car industry generally and any consumer-based business that relies on global manufacturing.”

His goals in his new role include continuing the dealership’s success and identifying where there’s potential to grow the business. He predicts consumers in Dunedin will widely accept and embrace the move towards more electric and plug-in vehicles.

“Toyota has been the number-one selling brand in Dunedin for a long time. The business is well placed to stand the rigours of what the future brings and it’s going to be a pleasure to represent Toyota in this area.”