Overview
Our client, a leading Automotive OEM, requires an experienced Regional Aftersales Manager to cover the Midlands region for their retailer network. The role demands prioritisation, adaptability and calm under pressure. Candidates should have experience in a similar OEM role or Retailer Group Aftersales Manager position and will travel within the region and to HQ in London.
Responsibilities
1. Investor relationships – Develop robust relationships with Region’s Retailers, manage rewards, challenges and penalties, and represent the brand.
2. Customer Experience – Take ownership of customer cases, perform root‑cause analysis and drive swift resolutions.
3. Technical Support & Warranty Claims – Support Technical and Warranty teams, manage dealer objections and timeframes.
4. Dealer Audits – Conduct frequent and planned dealer visits to measure network performance.
5. Performance Management – Manage Dealer Balance Scorecard (DBS) and oversee Aftersales KPIs.
6. Brand Ambassador – Attend and support brand events, potentially outside the region and outside normal hours.
Key Performance Indicators (KPIs)
1. Customer Complaint Resolution – Own and resolve customer/dealer complaints timely.
2. Parts Sales Management – Manage parts targets, reminder funnels, VHC processes, returns and ensure adherence to processes.
3. Dealer Balance Scorecard (DBS) Improvements – Drive positive trends over 3, 6, 9 and 12 month periods.
4. Special Project Champion – Own special projects to improve the commercial proposition.
Personal Requirements
• Robust, calm and efficient operator with a broad knowledge base.
• Strong relationship building and networking skills.
• Capacity to manage a busy diary with frequent changes.
• Adaptability and willingness to take new instructions under tight deadlines.
• Proficiency in Microsoft Office, reporting and data analysis platforms.
• Full and clean driving licence.
Experience, Skills & Qualifications
Essential Requirements
1. Minimum of 5 years’ experience in a Regional, Divisional or Group Aftersales Manager role for an OEM or Automotive Retail Group.
2. Commercial Acumen – strong ability to analyse profit margins, parts sales and budget allocations.
3. Relationship Management – excellent negotiation and communication skills to influence dealer principals and staff.
4. Technical Knowledge – understanding of vehicle diagnostics, warranty processes and emerging vehicle technology such as EVs.
5. Problem‑Solving – ability to de‑escalate conflicts and find root‑cause solutions to customer issues.
6. Full UK Driving Licence.
Remuneration & Benefits
* Salary – Competitive
* Use of Company Vehicle
* Extensive Benefits Package
* Core Hours – Monday to Friday 8:30 am to 5 pm
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