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Aftersales Manager (UK Brand)

Aftersales Manager (UK Brand)

Agensi Pekerjaan Executive Recruiters Sdn BhdKuala Lumpur, 10, my
29 hari lalu
Penerangan pekerjaan

Summary

The Aftersales Manager is responsible for overseeing all aspects of the aftersales function, including service, parts, customer care, and warranty administration. This role demands a strong leader who can blend technical understanding with luxury service standards to ensure client satisfaction, team performance, and business growth.

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.
    • Buat amaran kerja untuk carian ini

    Brand Manager • Kuala Lumpur, 10, my