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Aftersales Manager (UK Brand)

Aftersales Manager (UK Brand)

Agensi Pekerjaan Executive Recruiters Sdn BhdKuala Lumpur, 10, my
30+ 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