Head of Business Development, (Customer Service, CX)

INEOS Automotive • Montvale, NJ

48d

About The Position

Ineos Automotive is seeking a dynamic, results-driven Head of Business Development to spearhead our growth in the Americas. This high-impact role will collaborate closely with the EVP and commercial leadership team to define how we retain customers and maximize revenue long after the initial vehicle sale. You will oversee our Customer Service team and be the architect of our Customer Experience (CX) strategy, an innovator in Aftersales profit levers, and the lead strategist for our Customer Service operations.

Requirements

• Education: Bachelor’s Degree required; post-graduate degree (MBA or equivalent) preferred.
• Industry Experience: Extensive senior-level experience in Automotive OEM, with a specific track record in Aftersales, CX strategy, within the Americas region.
• Commercial Expertise: Broad experience encompassing parts distribution, accessory marketing, and the management of pre-owned vehicle programs.
• Strategic Execution: Proven success in creating structure out of ambiguity, developing complex project plans, and delivering results with multiple stakeholders.
• Relationship Management: Exceptional communication and persuasion skills, with a demonstrated ability to influence senior leadership and external business partners.
• New Venture Development: Experience building business units or revenue streams from the ground up, with a deep understanding of the financial drivers behind the automotive secondary market.

Responsibilities

• Customer Service: Oversee operational excellence of the Customer Service team which includes Parts planning, Warranty, Fixed Operations and regional field teams.
• CX & Retention Strategy: Develop and execute a comprehensive Americas CX strategy that ensures a premium, seamless journey from delivery through long-term ownership.
• Aftersales Revenue Generation: Drive aggressive growth in Parts and Service revenue by identifying and implementing new commercial opportunities across the United States, Canada, and Mexico.
• Profit Lever Development: Lead the creation and rollout of high-margin profit levers, including curated accessory offers, lifestyle products, and affinity partnerships (insurance, extended warranties, and captive banking).
• Strategic Partnerships: Cultivate and evolve strong relationships with key stakeholders, specifically focusing on partners that enhance the ownership experience and secondary market value.
• Lifecycle Financial Modeling: Develop comprehensive business plans and financial models for new ventures in the Aftersales, considering macroeconomic trends and competitive dynamics.
• Performance Management: Establish and monitor KPIs specifically tied to service retention, accessory penetration, and pre-owned margin optimization.
• Leadership: Lead, develop, and inspire a high-performing, multi-functional team dedicated to commercial excellence and customer loyalty.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 1,001-5,000 employees