Head of Aftersales

The Head of Aftersales is responsible for supporting Aftersales Managers with the support of the Parts Manager, Warranty Manager and Technical Manager. This position will be working with the Executive Vice President to align the Service and Parts in the most efficient and strategic way. This position is responsible for achieving annual net sales down to net profit. Communicate with key account customers and the review our 3rd party service providers, including Bodyshops. This position’s primary responsibility is ensuring organizational effectiveness by providing leadership for the organization’s operations and strategic planning of the service and parts warehouse whilst maximizing revenue growth, improving customer satisfaction, and ensuring operational excellence in service delivery, parts management, and warranty administration.

KEY ACCOUNTABILITIES

STRATEGIC

• Plan, direct, launch an effective strategy for workshop outputs.
• Monitor, control and analyze budget, targets, objectives and goals for performance and implement necessary actions.
• Ensuring warehouse operation systems are aligned with all dealership operation guidelines & company policy.
• Ensure of complying and maintaining the Service and parts operation procedures associated with ESMA (Emirates Standards).
• Coordinate with marketing department to conduct routine service and parts campaigns to acquire new customers and retain existing customer visits. Providing an express service for fleet customers through Annual Contracts for Mechanical Repairs & Services.
• Retain customer satisfaction through feedback surveys and handling customer’s problems in coordination with CRM department. Develop and execute national aftersales strategies to drive business growth and improve 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

• Managing overall service operations across all customers sets (Insurance Companies, Fleet Customers and retail customers) ensuring achievement of business goals and sustaining profitability of the company.
• Coordinate the various activities of the After Sales Operations with all the departments concerned, to ensure a smooth running & harmonious working environment.