Aftersales Manager (UK Brand)
Aftersales Manager (UK Brand)
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4-5years
15000 - 15000
1 Vacancy
Job Description
Summary
Customer Experience & Retention
- Ensure all customers receive a seamless premium aftersales experience consistent with the brand values.
- Manage and resolve escalated customer concerns with professionalism and empathy.
- Drive initiatives to enhance service satisfaction scores and customer loyalty.
Aftersales Operations Management
- Oversee the daily performance of the service workshop and parts department.
- Ensure optimal scheduling resource allocation and workshop productivity.
- Monitor service KPIs including turnaround time first-time fix rate and revenue targets.
Team Leadership
- Lead train and motivate a high-performing team of service advisors technicians and parts specialists.
- Foster a culture of precision service excellence and attention to detail.
- Conduct regular performance reviews and implement staff development plans.
Business Development & Revenue Growth
- Identify and implement upselling opportunities including service packages accessories and extended warranties.
- Collaborate with marketing to plan and execute aftersales campaigns and client engagement events.
- Work closely with the sales team to ensure a cohesive ownership journey for clients.
Compliance & Reporting
- Ensure strict adherence to the operational standards warranty guidelines and local regulations.
- Manage warranty claim processes and liaise with automotive company on technical and policy matters.
- Generate and present performance and financial reports to senior management.
Requirements
- Minimum 5 7 years of experience in a premium/luxury automotive aftersales or service management role.
- Proven leadership skills and experience managing multidisciplinary teams.
- Deep understanding of luxury customer expectations and vehicle technologies.
- Strong commercial acumen and ability to manage budgets targets and KPIs.
- Excellent communication negotiation and conflict-resolution skills.
- Familiarity with dealer management systems (DMS) and CRM tools (e.g. CDK Kerridge).
- Bachelor s degree in Automotive Technology Business Administration or related field preferred.
- Fluency in English; additional languages are advantageous.
Employment Type
Full Time
