Aftersales Manager (Italian Brand)
Aftersales Manager (Italian Brand)
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4-5years
25000 - 25000
1 Vacancy
Job Description
As the Aftersales Manager you will be responsible for overseeing the service and parts departments ensuring an exceptional customer experience that aligns with the prestige brand and performance standards. You will drive customer satisfaction retention and revenue growth by optimizing aftersales operations managing a high-performing team and maintaining strong relationships with clients and stakeholders.
Key Responsibilities
- Customer Experience
- Deliver a best-in-class aftersales experience that reflects the luxury and high-standard brand.
- Manage customer feedback complaints and escalations promptly and professionally.
- Implement strategies to improve customer loyalty and service retention.
- Operations Management
- Oversee daily operations of service repairs parts and warranty processes.
- Monitor KPIs (e.g. service revenue efficiency customer satisfaction scores).
- Ensure compliance with the corporate standards and guidelines.
- Team Leadership
- Recruit train and develop aftersales team members (service advisors technicians parts specialists).
- Set clear performance objectives and conduct regular reviews.
- Promote a culture of excellence accountability and continuous improvement.
- Business Development
- Develop and implement aftersales marketing campaigns service plans and upselling strategies.
- Drive revenue growth through service packages genuine parts sales and extended warranty offerings.
- Collaborate with the sales team to ensure smooth vehicle handovers and post-delivery service.
- Reporting & Compliance
- Prepare periodic performance reports for senior management and HQ.
- Ensure all processes comply with local regulations and brand requirements.
- Manage warranty claims and audit processes efficiently.
Requirements
- Proven experience (5 years) in luxury automotive aftersales or service management.
- Strong leadership and team management capabilities.
- Deep understanding of high-performance/luxury automotive products and clientele expectations.
- Exceptional interpersonal and communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency in dealer management systems (e.g. CDK SAP or similar).
- Bachelor s degree in Automotive Management Business Administration or equivalent (preferred).
- Fluency in English; additional languages (e.g. Italian Mandarin) are a plus.
Employment Type
Full Time
