Head of Aftersales is responsible for leading the Aftersales business for our clients brands via Operation Manager, Aftersales Managers, Training Manager, Parts Manager and Warranty Manager delivering growth, profitability, and customer satisfaction. This role will develop and implement Aftersales strategies to cover any expansion programs from either the principal or Senior management for our client, in order to manage service operations, and lead a team to achieve business objectives.
- Lead Aftersales full P&L ownership, including budgeting, cost control, and profitability.
- Drive operational excellence and process improvements to enhance customer experience and business performance.
- Collaborate with Network Development on expansion and relocation initiatives aligned with growth strategy.
- Use market insights, customer feedback, and performance data to guide strategic decisions.
- Ensure compliance with regulatory requirements, brand standards, and company policies.
- Work closely with IT and Finance to ensure we maximize both to support the business.
- Manage National Aftersales Managers to ensure Parts and Service, are producing high levels of performance.
- Develop and implement operational plans, processes, and procedures to achieve business objectives.
- Monitor and report on key performance indicators (KPIs), such as customer satisfaction, retention, and Profit growth.
- Identify and implement cost-saving initiatives and efficiency improvements.
- Manage relationships with external key stakeholders, including dealerships, Vendors, suppliers, and regulatory bodies.
- Lead and manage a team of Aftersales to support the Dealer Principals.
- Oversee Aftersales Planning, including Parts, Service, Bodyshop, Fleet and Warranty.
- Collaborate with other departments, such as Procurement, I.T. HR, Finance, Sales, Marketing, and Fleet Sales, to ensure alignment and drive business growth.
- Develop and implement talent development programs to ensure succession planning and career progression.
- Foster a culture of putting the customer at the center of everything we do. whilst we push for continuous improvement.
- Collaborate with HR to ensure compliance with company policies and procedures.
