Head of Aftersales

About the Role
The Head of Aftersales is responsible for supporting Aftersales Managers with collaboration from the Parts Manager, Warranty Manager, and Technical Manager. In conjunction with the Executive Vice President, this role will establish an efficient and strategic alignment of Service and Parts. The Head of Aftersales is accountable for achieving annual net sales down to net profit, managing communication with key customers, and overseeing third-party service providers, including Bodyshops. This position is primarily focused on ensuring organizational effectiveness by leading operations and strategic planning within the service and parts warehouse, while maximizing revenue growth, improving customer satisfaction, and ensuring operational excellence in service delivery, parts management, and warranty administration.

Responsibilities

KEY ACCOUNTABILITIES
STRATEGIC

• Plan, direct, and launch an effective strategy for workshop outputs.
• Monitor, control, and analyze budget, targets, objectives, and goals for performance, implementing necessary actions.
• Ensure warehouse operation systems align with dealership operation guidelines and company policy.
• Maintain compliance with Service and parts operation procedures associated with ESMA (Emirates Standards).
• Coordinate with the marketing department to conduct routine service and parts campaigns aimed at acquiring new customers and retaining existing ones, while providing express service for fleet customers through Annual Contracts for Mechanical Repairs & Services.
• Retain customer satisfaction through feedback surveys and problem resolution in collaboration with the CRM department.
• Develop and implement national aftersales strategies to drive business growth and enhance customer satisfaction.
• Lead and manage a team of aftersales professionals to ensure effective delivery of aftersales services.
• Collaborate with cross-functional teams to ensure alignment and integration of aftersales initiatives.
• Analyze and interpret data to inform aftersales strategies and optimize performance.

OPERATIONAL

• Manage overall service operations across all customer segments (Insurance Companies, Fleet Customers, and retail customers), ensuring business goals are met and profitability is sustained.
• Coordinate activities of After Sales Operations with all concerned departments to ensure smooth operations and a harmonious working environment.
• Monitor implementation of work systems to ensure customer satisfaction, collaborating with the Customer Care department for issue resolution.
• Conduct random visits to workshops to ensure systems are in place and customers receive timely, quality services.
• Ensure all service personnel are adequately trained and provided with up-to-date technical data.
• Effectively implement promotional activities in coordination with the marketing department while benchmarking against competitors.
• Participate in external aftersales activities such as training, conferences, and franchisee meetings, preparing relevant reports and communicating with the team.
• Provide strong leadership for service repair operations, parts warehouse management, and warranty administration and claims management.

PEOPLE MANAGEMENT

• Introduce new revenue streams related to Electric Vehicle Services, identifying opportunities for process improvements and implementing changes to enhance efficiency and effectiveness.
• Collaborate with the manufacturer on product development to ensure aftersales considerations are integrated into product design and development, thereby improving vehicle quality and minimizing warranty repairs.

Qualifications

EDUCATION AND TECHNICAL CERTIFICATIONS

• Preferred: Master’s in Business Administration / MBA
• Minimum: Bachelor of Engineering, Specialization in Automobile, with proven experience in aftersales operations

KNOWLEDGE AND SKILL

• Strong foundation in business and management principles related to strategic planning, resource allocation, service methods, and people coordination, driving results by setting targets and controlling resource utilization.
• Knowledgeable in finance and P&L principles, including customer satisfaction assessment, quality standards, and evaluation of customer satisfaction.
• Excellent administration, leadership, decision-making, and problem-solving skills.
• Superior interpersonal and communication skills (both written and oral).
• Self-confident with strong conceptual and analytical thinking abilities along with strategic and long-term vision.

EXPERIENCE

• Preferred: Minimum 15 years’ experience in handling Automobile Dealer Service, Warranty, Technical, and Parts Operations
• Minimum: 10 years of experience in a Senior Managerial Role.