Carsa Birmingham, England, United Kingdom
Head of Aftersales
Carsa Birmingham, England, United Kingdom
Direct message the job poster from Carsa
Job Title: Head of Aftersales (Field-Based)
Location: Regional – within Carsa Service Group Network
Reports To: Operations Director
About Us:
At Carsa, our mission is to evolve the UK’s car buying journey with a seamless, convenient, and affordable omni-channel experience, offering customers exceptional choice, great value, and a reliable service.
Our company values drive everything we do:
* Customer-Centric Innovation – Delivering Value & Convenience
* Innovation & Agility – Driving the Future of Automotive Retail
* Collaboration & Integrity – Stronger Together
* Sustainable Growth & Responsibility – Building for the Long Term
Role Overview:
We are looking for a dynamic and experienced Head of Aftersales to lead the growth, performance, and customer excellence of our Aftersales operation across a multi-site, field-based network. Reporting to the Operations Director, you will play a critical role in aligning store operations with Carsa’s customer-first culture and operational standards.
This role is field-based and can be located anywhere within the Carsa Service Group network.
You’ll bring a strong background in aftersales leadership, ideally from a multi-site automotive or franchised retail environment, with a proven track record of delivering results, driving team performance, and enhancing customer satisfaction.
Key Responsibilities:
* Drive the strategic growth and development of the Carsa Aftersales operation across all locations.
* Lead and coach regional aftersales management teams to deliver a consistent and exceptional customer journey.
* Embed a customer-first culture in all aftersales teams, aligning with group values and operational standards.
* Set and communicate clear performance objectives for all aftersales colleagues and provide regular feedback.
Operational Excellence
* Ensure consistent delivery of aftersales services and standards across all sites.
* Collaborate with store leadership teams to achieve financial targets and process improvements.
* Oversee the implementation and ongoing management of all key aftersales processes (e.g. SMR, complaints, customer contact).
* Work closely with teams to meet KPIs, optimise operational performance, and improve key customer metrics including Google and review scores.
Customer Experience & Service Quality
* Ensure all aftersales departments deliver outstanding service and swift resolution of customer escalations and complaints.
* Champion the use of customer feedback to drive improvements in service and process.
* Lead the development and implementation of systems and frameworks to consistently elevate the customer experience.
People Development & Coaching
* Carry out regular onsite performance reviews and support the development of Personal Development Plans (PDPs) across teams.
* Coach and mentor aftersales managers to improve leadership capability and team performance.
* Work collaboratively with HR and training functions to upskill teams and ensure alignment with company objectives.
* Support workforce planning and recruitment efforts in line with Carsa’s future growth.
What We’re Looking For:
* Significant experience in an automotive aftersales leadership role, ideally across multiple sites.
* A passion for delivering exceptional customer service with measurable impact.
* Strong leadership skills with the ability to inspire, coach, and develop high-performing teams.
* Commercial acumen with a clear understanding of financial targets, budgets, and KPIs and proven P&L responsibility
* Outstanding organisational and communication skills.
* A results-driven mindset with the ability to balance strategic direction and hands-on support.
* Flexibility to travel regionally across the Carsa service network.
If you're driven by operational excellence, customer satisfaction, and continuous improvement—and you're ready to play a pivotal role in Carsa’s next phase of growth—we’d love to hear from you.
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
* Industries
Motor Vehicle Manufacturing
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