Aftersales Manager (UK Brand)

Summary

Customer Experience & Retention

• Ensure
  all customers receive a seamless, premium aftersales experience consistent
  with the brand values.
  
• Manage
  and resolve escalated customer concerns with professionalism and empathy.
  
• Drive
  initiatives to enhance service satisfaction scores and customer loyalty.
  

Aftersales Operations Management

• Oversee
  the daily performance of the service workshop and parts department.
  
• Ensure
  optimal scheduling, resource allocation, and workshop productivity.
  
• Monitor
  service KPIs including turnaround time, first-time fix rate, and revenue
  targets.
  

Team Leadership

• Lead,
  train, and motivate a high-performing team of service advisors,
  technicians, and parts specialists.
  
• Foster
  a culture of precision, service excellence, and attention to detail.
  
• Conduct
  regular performance reviews and implement staff development plans.
  

Business Development & Revenue Growth

• Identify
  and implement upselling opportunities including service packages,
  accessories, and extended warranties.
  
• Collaborate
  with marketing to plan and execute aftersales campaigns and client
  engagement events.
  
• Work
  closely with the sales team to ensure a cohesive ownership journey for
  clients.
  

Compliance & Reporting

• Ensure
  strict adherence to the operational standards, warranty guidelines,
  and local regulations.
  
• Manage
  warranty claim processes and liaise with automotive company on technical and
  policy matters.
  
• Generate and present performance and financial
  reports to senior management.
  

Requirements

• Minimum
  5–7 years of experience in a premium/luxury automotive aftersales or
  service management role.
  
• Proven
  leadership skills and experience managing multidisciplinary teams.
  
• Deep
  understanding of luxury customer expectations and vehicle technologies.
  
• Strong
  commercial acumen and ability to manage budgets, targets, and KPIs.
  
• Excellent
  communication, negotiation, and conflict-resolution skills.
  
• Familiarity
  with dealer management systems (DMS) and CRM tools (e.g., CDK, Kerridge).
  
• Bachelor’s
  degree in Automotive Technology, Business Administration, or related field
  preferred.
  
• Fluency
  in English; additional languages are advantageous.