Head of Aftersales

About the position

The Head of Aftersales Americas forms part of our executive leadership team in the Americas region. This individual will be responsible for developing the Aftersales strategy and approach for the region as we expand our dealer and service network nationally. The remit includes all aspects of service delivery, vehicle quality, aftersales network capacity management and development, parts and accessories distribution, warranty and customer satisfaction for Canada, United States and Mexico. They will lead a team of including field based Regional Aftersales Managers and Technical Managers plus HQ support in warranty, parts and quality. Guiding the department activities with the joint goal of achieving delivery of service quality and customer satisfaction targets.

Responsibilities

• Delivery of Service Delivery, Service Quality, Parts Availability and Customer Satisfaction (NPS) targets
• Actively manage the parts supply and logistics process, managing the supply chain and overseeing dealer stock levels to meet anticipated demand and deliver service turnaround promise
• Act as the champion for vehicle quality, collaborating in real-time with dealers on product performance and quality issues and acting as conduit to HQ teams on continuous improvement.
• Develop and agree service, parts and accessories sales targets down to individual retailer level, aggregating plans up to market and then regional level and managing performance to deliver targets
• Minimisation of Warranty expenditure through proactive engagement of both retail network and central HQ functions with fast identification and rectification of vehicle and systems issues
• Creation of market-specific service programmes aimed at enhancing vehicle performance, customer satisfaction and customer retention
• Delivery of effective service, parts and warranty training and accreditation programmes, including the implementation of I.T systems to improve dealer effectiveness and customer service
• Management of multiple Roadside Assistance providers for the region, creating monthly forecasts and predictions to ensure adequate coverage for the Grenadier vehicle parc
• Closely manage service, parts and accessories process and systems, working with the Senior Manager of Network Development, to ensure proper utilisation of service booking, parts ordering and CRM tools
• Monitor and drive lead / prospect creation through the service process, identifying opportunities for up-sell and especially retention of in-life Grenadier customers, creating campaigns and promotions accordingly
• Lead and mentor the team of Regional Aftersales Managers and Regional direct reports to create constructive and healthy relationships with their network partners, driving towards effective service delivery across the network, positive NPS scores, high customer retention and overall service, parts and accessories profitability through setting ambitious but achievable targets
• Provide regular input and make specific recommendations in relation to service strategy, network standards, customer Journey processes and regional budgeting processes by collating and distilling market team feedback and presenting to the EVP and central UK based teams
• Build and measure an operational management team to heighten performance, by implementing clear, accountable performance scopes
• Lead, develop and inspire the direct and matrixed team through one to one's, personal development schemes and mentoring & development opportunities

Requirements

• Bachelor's Degree required; post-graduate degree a plus
• Extensive senior-level experience in Automotive OEM, specializing in Aftersales, Business Development and Quality
• Broad commercial experience encompassing retailer operations
• Ability to thrive in ambiguous environments, creating structure and clarity while motivating teams and partners.
• Demonstrated ability to create and execute effective project plans, manage complex projects, and deliver results with multiple stakeholders
• Exceptional communication, persuasion, and relationship-building skills, with experience influencing senior leadership
• Demonstrated experience developing and implementing successful business strategies, expansion plans, or building businesses from the ground up (experience outside automotive is valuable if comparable in complexity and stakeholder management)