Aftersales Manager

Porsche Centre South London joined the Porsch Retail Group Ltd. (PRG) family earlier this year and we now have an exciting opportunity for an Aftersales Manager to join our expanding team, to represent one of the world’s most iconic and admired automotive brands.

In this highly influential role, you will lead a committed and passionate team of approximately 25 employees in a 15-bay workshop, to achieve and exceed customer loyalty and profit targets. You will ensure the delivery of an unrivalled customer experience that embodies the Porsche ethos of excellence. Reporting to the Centre Principal, this is a pivotal role, shaping the future of Porsche Centre South London as part of the Centre’s senior leadership team.

Responsibilities:

• Oversee all aftersales operations including service and warranty to ensure customer satisfaction and profitability
• Develop and implement strategies to increase service revenue sales
• Monitor workshop performance and ensure efficient scheduling, productivity, and quality of repair work
• Manage customer relationships by handling escalated complaints and ensuring high standards of service delivery
• Recruit, train, and supervise aftersales staff including service advisors, technicians, and  warranty advisors
• Ensure compliance with manufacturer standards and guidelines, especially for warranty claims and service protocols
• Track key performance indicators (KPIs) such as labor sales, customer satisfaction scores (CSI), and technician efficiency
• Prepare and manage the aftersales budget, controlling costs while maximizing revenue
• Coordinate with the sales department to support vehicle sales through service packages and promotions
• Ensure proper inventory control for tools and equipment
• Implement and maintain safety standards and workshop hygiene according to local and corporate regulations
• Drive customer retention programs such as service plans, maintenance reminders, and loyalty programs
• Analyse market trends and customer feedback to identify opportunities for improvement
• Manage warranty administration, including claim submissions, approvals, and audits.
• Report performance data to senior management and propose improvement plans based on operational insights.

Minimum Qualifications:

• Proven experience as an Aftersales Manager or General Manager with an established background in aftersales
• Strong leadership, coaching and people management skills
• Excellent customer services and conflict resolution skills
• Commercial acumen, with a track record of meeting financial targets
• In depth understanding of warranty procedures and manufacturer guidelines
• Proficiency in dealership management systems (DMS) and Microsoft office
• Driving Licence

Desirable Qualifications:

• Automotive Service Excellence (ASE) certification
• OEM (Original Equipment Manufacturer) training or certification (e.g., Audi, BMW, etc.)
• Management or customer service training (such as NVQ/SVQ Level 3 or IMI accreditation in the UK)

Porsche Retail Group are committed to promoting a culture that champions diversity and equal opportunities.

PRG believe diverse teams are catalysts of innovation and create multiple new ideas. One of our priorities is to celebrate diversity in all its dimensions while shaping an aspirational and inclusive company culture.

In return, we offer:

• Competitive basic salary and bonus scheme, with an OTE of approximately £90,000
• 25 days holiday per year plus bank holidays, with extra for long service
• A Porsche funded vehicle, plus fuel card for both personal and private fuel
• Option of a 2nd vehicle, from the VW Group at preferential leasing rates
• Private Medical Insurance, with the option to add your loved ones
• Life Assurance
• Income Protection Insurance
• DC Pension Scheme
• Dedicated mental health champions
• Preferential rates on several products and services, including high street brands, restaurants, gyms and Porsche products
• Employee Assistance Program - support and advice on issues impacting your wellbeing

Centre:
Porsche Centre South London is located off the A20 towards Bexley. With free onsite parking and stone’s throw away from Tesco Superstore. It’s also a five-minute drive from Bannatyne Health Club and Orpington’s Retail Park.

Company:
Headquartered in Reading alongside Porsche Cars GB Ltd, Porsche Retail Group (PRG) are owned wholly by Porsche Germany. We operate several Porsche Centres, Service Centres and a Trade Parts Distribution Centre in and around London and the South-East.

Our journey embodies the Porsche DNA, a love of sports cars and a passion for excellence and challenging the status quo.  Our centres feature state-of-the-art facilities and highly trained staff to ensure that the purchasing, servicing, and ownership experience of Porsche customers are of the highest quality.