ORGANISATIONAL STRUCTURE
PRIMARY PURPOSE OF THE JOB
Reporting to the Aftersales Director we are seeking a dynamic and customer-centric Aftersales Experience Manager to lead and elevate the end-to-end customer journey across our automotive aftersales channels. This role is responsible for driving customer satisfaction, loyalty, and advocacy through strategic oversight of dealer interactions, aftersales service, roadside assistance and our customer support center.
MAIN RESPONSIBILITIES
Dealer Aftersales Customer Satisfaction
* Develop and implement customer experience strategies across dealer networks to
ensure consistent, high-quality interactions.
* Monitor and improve customer satisfaction scores (e.g., CSI, NPS) for service.
* Partner with regional service teams to identify and resolve customer pain points.
* Conduct dealer audits and training to reinforce brand standards and customer-first
culture.
* Maintain the Aftersales experience, including updating standards, processes, and policies.
Roadside Assistance
* Oversee the performance and responsiveness of the roadside assistance program.
* Analyse incident data to identify trends and improve service delivery.
* Implement escalation protocols for high-impact or repeat incidents.
Customer Support Center
* Lead the operations of the customer support center, ensuring timely and effective
resolution of inquiries and complaints.
* Establish KPIs for call handling, resolution time, and customer satisfaction.
* Implement CRM tools and feedback loops to capture customer insights and drive
continuous improvement.
Cross-Functional Collaboration
* Work closely with Marketing, Product, and Technical teams to align customer feedback with product development and service enhancements.
Service Operation Data Analysis :
* Conduct detailed analyses of service operation data to identify trends, performance metrics, and areas for improvement.
* Use data-driven insights to optimize operational efficiency and enhance customer satisfaction.
Service Capability Improvement:
* Develop and implement strategies to enhance service capabilities through training, process improvements, and technological advancements.
* Collaborate with cross-functional teams to ensure consistent quality and service excellence.
PRINCIPLE CONTACTS/WORKING RELATIONSHIPS
* Direct Report into: Aftersales Service Director
* Internal stakeholders: Business Communication, Sales, Dealer Network Development, Marketing, and functional departments
* External Stakeholders : Dealers network, customer support center, roadside assistance provider
KEY CHALLENGES
* Integrating a seamless, effective after-sales service system & contact centre.
* Utilizing customer data analytics for continuous operational improvement.
* Adapting service capabilities to evolving customer and technology trends.
* Resolving customer complaints efficiently to maintain satisfaction.
EDUCATION, TRAINING AND EXPERIENCE
Education:
* Bachelor’s degree in business, Finance, Automotive technology, Engineering, Customer Service or a related field or relevant working experience.
Experience:
* Minimum of 5 years of experience in automotive service operations, preferably within a dealer group or car brand company.
* Proven track record in aftersales service management.
SKILLS & PERSONAL CHARACTERISTICS REQUIRED
Skills
* Strong communication and interpersonal skills.
* Proficiency in using digital tools and platforms for service operations.
* Ability to analyse data and make informed decisions.
* Adaptability and a willingness to embrace change and innovation.
Attributes
Team player with strong leadership qualities:
* A collaborative team player with the confidence to take the lead and guide other employees when necessary.
* Ability to build and maintain strong relationships with colleagues and stakeholders.
Results-oriented and proactive:
* Highly driven and motivated to achieve results in a fast-paced, dynamic environment.
* Proactive and resourceful in identifying and addressing potential challenges.
* Customer-centric mindset and a proactive approach to problem-solving. Committed to enhancing customer satisfaction and contributing to the success of the after-sales business.
Resilience and adaptability:
* Ability to thrive under pressure and manage competing demands effectively.
Commitment to ethical standards:
* Adherence to the highest ethical standards in all aspects of the role.
Passion for the industry:
* A genuine interest in the automotive industry and a passion for delivering the best service possible.