For over 110 years Aston Martin has made the most exquisitely addictive performance sports cars. But no one builds an Aston Martin on their own. Behind these legends and landmarks are hundreds of dreamers, darers and doers who make extraordinary happen, every single day. That’s why the name of everyone who has ever worn our famous wings is inscribed on the wall of our factory. As we embark on an exciting new era for the business, we need the very best people to write their own chapter on our journey to become the world’s most desirable ultra-luxury British performance brand. Join us. Job Purpose: A key role in the global Aftersales Team our Head of Hypercar Operations oversees all aspects of the exclusive Aftersales programmes from interfacing with Engineering through to managing the global service & support network. This functional head leads the team responsible for providing the programmes and initiatives that deliver the ultimate customer experience, whilst managing the growth in reputation & revenue for the Aston Martin brand. Key Duties & Responsibilities: Pivotal role in shaping the future of the post-production Aston Martin hyper car support strategy Understanding the needs and wants of some of our most high-profile customers you will develop and lead the implementation of programmes which deliver the highest levels of customer satisfaction Full management of Valkyrie repair hubs based in Gaydon UK and Nurburgring Germany as well as pop-up locations in other markets and strategic control of US operations Ensuring robust workshop procedures are established to maximise both operational efficiency and effectiveness Proving trackside support for hypercar customers at key strategic ‘paid for’ events ensuring that time on track is maximised Rapidly dealing with any issues ensuring that a customer first approach is maintained and customers are regularly updated on progress either directly or through the VIP concierge team members Develop and grow future revenue opportunities developing clear and robust business cases where upfront investment is required Develop the future long-term roadmap for hyper car support encompassing future serviceability, parts and systems provision Drive a culture of continual improvement within the team Lead post event ‘lessons learned’ ensuring that any gaps in the customer proposition are addressed and examples of best practice are recognised and embedded for the future Act as the ‘voice of customer’ at key internal meetings ensuring that stakeholders fully understand the requirement for a ‘customer first’ approach Lead, motivate and develop the hypercar teams in multiple locations. Ensure the hypercar team has clear strategic direction and roles and responsibilities are understood, and regular performance reviews are held Executive level reporting suite encompassing work in progress, in plan, budget performance, risks and opportunities Direct contact with AML CEO during regular programme updates Integrate with key stakeholders within both Aftersales and the wider organization to ensure that support is provided when required and that best practices are shared Engage with key suppliers to ensure that relationships are well managed and there is clarity on both sides regarding long-term support provision Maintain safe working practices and environments in all hypercar locations Annual budget planning Supporting the Aftersales Director on key projects which may extend beyond hypercar operations, as required Qualification & Experience: Educated to Degree level in Engineering / Motorsports / Business Management (other qualifications considered) Automotive expert Aftersales knowledge Luxury / VIP customer understanding Team leadership Stakeholder management Strong knowledge and luxury automotive experience, with deep knowledge of hypercar & engineering environment Excellent commercial understanding of the ultra-luxury customer journey. 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. Proficiency with 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. Comprehensive experience working in an automotive OEM and understanding of business processes. Behaviours: Demonstrates behaviours of our core values: Unity, Trust, Openness, Ownership & Courage. Professional and a credible ambassador for the Aston Martin brand Organized, proactive & able to work with high levels of autonomy Ability to think strategically whilst ensuring that operational objectives are met Exemplary leadership skills to lead & mentor multidisciplinary individuals and teams. Proven people Manager with a passion for coaching and developing Adaptable, quick thinking, decisive, showing strong initiative and self determination Confident with good interpersonal, communication and negotiation skills Able to maintain consistently high standards and levels of output in a dynamic working environment High level of initiative – makes things happen with minimum levels of supervision Excellent understanding of luxury VIP customer expectations Highest levels of attention to detail Process orientated Ability to manage a range of complex cross functional relationships Grade: SM Belong at Aston Martin We understand that the incredible beauty, craft and art that defines an Aston Martin comes from the inclusion of our amazing people. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us. The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda ltd