Head of After Sales APAC & Greater China

Responsible for leading the Aftersales team in the APAC region and is responsible for developing and managing all elements of the Regions Aftersales strategy directly reporting to the Regional President APAC.

Key duty and responsibilities:

• Delivery of Regional Aftersales strategic roadmap supporting transition and engagement with stakeholders including the following key areas of scope:
  • Delivery of annual parts accessories & extended warranty revenue and profit targets enabled by oversight of the regional implementation of the global data reporting system. Ultimately using insights and knowledge to improve performance via the dealer network
  • Responsible for delivering Aftersales CSI performance at target level including managing network processes and driving excellence in service repair and warranty events whilst managing customer escalation as required
  • Product management of all Aftersales parts accessories and services. Creating new marketing plans to drive engagement & developing commercial roadmaps with the global teams to increase retention & lifetime value
  • Executing the end-to-end customer experience aligned to AMLs ultra-luxury position in the market embedding the core processes and supporting the emergence of electrification in the product range and lifetime brand relationship
  • Lead the technical expertise in the region supporting new vehicle homologation vehicle preparation centres and first line technical support for Dealers
  • Manage parts warehousing logistics and parts fulfilment in the region and providing business cases for improvements and opportunities
• Develop strong commercial relationships with owners investors and the departmental line managers within each dealership
• Engage in monthly dealer visits with clear meeting agendas minutes and detailed action plans recorded Aftersales management
• Manage the relationship between the APAC aftersales function and wider teams
• Lead the Aftersales Business Managers and wider teams to be a highly performing team
• Development of annual Dealer Aftersales targets in collaboration with the regional Aftersales business managers to ensure the appropriate apportionment across the region
• Development and management of strategic Aftersales programs and incentives to proactively drive the performance of the region and delivery of Aftersales targets & Dealer profitability
• Optimise the Aftersales performance of the region and retail network by identifying opportunities for both AML and Retailers utilizing composite data AML financial reporting market data
• Development of the regional Aftersales marketing strategy in collaboration with the Regional Marketing Manager to maximize the opportunity across service parts accessories and extended warranties
• Manage on behalf of the region all Product Actions to ensure proactive communication to the dealer network and swift resolution of all campaign affected vehicles
• Management of all customer service issues provided from global customer services team that require regional field support
• Management of Dealer compliance with the Aftersales Dealer Operating Standards (DOS)

Expected experiences:

• Strong commercial knowledge and luxury automotive experience with deep knowledge of the Aftersales environment including Service Parts & Accessories Warranty and Body Repair
• Excellent understanding of the ultra-luxury customer journey & business development in this sector
• Proven experience in leading and building effective teams across geographies & cultures
• Project delivery skills with strong ability to think strategically in a collaborative but autonomous environment
• Detailed and working knowledge of Aftersales operations audits and reporting best practices
• Proficiency with business data and performance metrics to manage tactical & strategic objectives
• High calibre interpersonal skills with the ability to communicate effectively across all levels of the organization with extensive customer service experience
• Comprehensive experience working in an automotive commercial function and understanding of business processes

Required skills and behaviours

• Demonstrates behaviours of our core values: Unity Trust Openness Ownership & Courage
• Organized proactive & able to work with high levels of autonomy
• A team player able to build relationships and communicate at all levels with excellent interpersonal skills
• Creative and lateral thinking approach to problem solving
• Data manipulation and presentation skills
• PC literate with experience in proprietary BI/ERP/DMS systems
• Excellent knowledge of Excel & PowerPoint
• Strong numeracy and analytical skills
• High attention to detail and accuracy
• Excellent writing and analytical skills
• Excellent interpersonal skills with the ability to manage complex business relationships
• An interest in luxury industry trends and the transformation of automotive
• Proactive and flexible approach to a constantly developing environment flexible with personal time management

GRADE: SM

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