Aftersales Manager

Job Title: Aftersales Manager
Department: Aftersales / Service / Parts
Reports to: General Manager / Dealer Principal

Job Purpose:
To lead and manage the aftersales team (service, parts, and bodyshop where applicable) to deliver outstanding customer satisfaction, maximise profitability, and ensure efficient operations across the aftersales departments.

Key Responsibilities:
Oversee the service, parts, and bodyshop departments to ensure smooth operations.
Develop and implement aftersales strategies to drive revenue and customer retention.
Lead, motivate, and support department managers and staff to meet performance targets.
Monitor departmental KPIs including labour efficiency, sales per technician, parts GP, and customer satisfaction scores (CSI/NPS).
Handle customer escalations and complaints in a professional and timely manner.
Maintain strong relationships with manufacturer partners, adhering to brand standards and compliance.
Forecast and manage departmental budgets, P&L responsibilities, and stock control.
Ensure legal and regulatory compliance (HSE, warranty, GDPR, etc.).
Develop marketing and upsell campaigns for service plans, MOTs, accessories, etc.
Monitor and improve workshop loading, technician productivity, and parts turnaround times.

Key Skills & Experience:
Proven experience in a similar managerial role in the motor trade (service/aftersales).
Strong understanding of dealership operations, including warranty, service processes, and parts logistics.
Excellent leadership and team management abilities.
Commercial awareness and a strong understanding of KPIs and business performance.
Exceptional communication and customer service skills.
Experience with dealer management systems (e.g., Kerridge/CDK, Pinewood, Keyloop).
Ability to work under pressure and make effective decisions.

Qualifications:
IMI Level 3 or above (desirable).
Full UK driving licence.
Manufacturer training/accreditation (advantageous but not essential).

Key Performance Indicators (KPIs):
Customer Satisfaction Index (CSI)
First-time fix rate
Labour sales per technician
Parts turnover and GP
Service plan penetration
Warranty audit compliance