Aftersales Manager (Italian Brand)

As the Aftersales Manager, you will be responsible for
overseeing the service and parts departments, ensuring an exceptional customer
experience that aligns with the prestige brand and performance standards.
You will drive customer satisfaction, retention, and revenue growth by
optimizing aftersales operations, managing a high-performing team, and
maintaining strong relationships with clients and stakeholders.

• Customer
  Experience
  
• Deliver
  a best-in-class aftersales experience that reflects the luxury and high-standard brand.
  
• Manage
  customer feedback, complaints, and escalations promptly and
  professionally.
  
• Implement
  strategies to improve customer loyalty and service retention.
  
• Operations
  Management
  
• Oversee
  daily operations of service, repairs, parts, and warranty processes.
  
• Monitor
  KPIs (e.g., service revenue, efficiency, customer satisfaction scores).
  
• Ensure
  compliance with the corporate standards and guidelines.
  
• Team
  Leadership
  
• Recruit,
  train, and develop aftersales team members (service advisors,
  technicians, parts specialists).
  
• Set
  clear performance objectives and conduct regular reviews.
  
• Promote
  a culture of excellence, accountability, and continuous improvement.
  
• Business
  Development
  
• Develop
  and implement aftersales marketing campaigns, service plans, and
  upselling strategies.
  
• Drive
  revenue growth through service packages, genuine parts sales, and
  extended warranty offerings.
  
• Collaborate
  with the sales team to ensure smooth vehicle handovers and post-delivery
  service.
  
• Reporting
  & Compliance
  
• Prepare
  periodic performance reports for senior management and HQ.
  
• Ensure
  all processes comply with local regulations and brand requirements.
  
• Manage
  warranty claims and audit processes efficiently.
  

Requirements

• Proven
  experience (5+ years) in luxury automotive aftersales or service
  management.
  
• Strong
  leadership and team management capabilities.
  
• Deep
  understanding of high-performance/luxury automotive products and clientele
  expectations.
  
• Exceptional
  interpersonal and communication skills.
  
• Strong
  analytical and problem-solving abilities.
  
• Proficiency
  in dealer management systems (e.g., CDK, SAP, or similar).
  
• Bachelor’s
  degree in Automotive Management, Business Administration, or equivalent
  (preferred).
  
• Fluency
  in English; additional languages (e.g., Italian, Mandarin) are a plus.