Divisional Head of Aftersales

Full-time, Monday to Friday (Hybrid)

Benefits to include 25 days annual leave plus bank holidays (increasing with length of service), Company Car, Private Fuel, Industry Leading Pension Scheme, Colleague Discount Scheme, Ride to Work Scheme plus many more.

Who we are

Marshall Motor Group was established in 1909 by David Gregory Marshall, in a small lock-up garage in Brunswick Gardens, Cambridge and we are now the UK's 7th largest motor retail group (AM100 11/24). We operate over 135 franchise stores representing 25 manufacturer car, van, truck and bike brands across 34 counties in England. Our vision is to be the UK’s premier automotive retail group as recognised by our colleagues, customers and business partners. To achieve our vision we will create a people centric culture, as well as operate as retailers who deliver retailing excellence and are regarded as an employer of choice. We are part of the Constellation Automotive Group which is the largest vertically integrated digital used car marketplace in Europe giving you peace of mind and transparency that you are dealing directly with a trusted company.

The Role

As Head of Aftersales, you will represent Constellation and Marshall for Mercedes Truck and Van across five key locations: Andover, Croydon, Fareham, Portsmouth, and Southampton. This role will require regular travel to our depots within the Market Area, so we are seeking someone who is comfortable with travel and maintaining a strong regular presence across all locations. This is an extremely rare opportunity to represent a leading brand in the commercial vehicle industry. Reporting to the Mercedes Benz CV - Franchise Director, you will be required to be hands-on, leading, coaching, and driving performance while ensuring our goal of customer service excellence remains the number one priority.

Why Would This Role Suit Me?

We are looking for an exceptional individual who can demonstrate a history of delivering business growth within Aftersales departments or businesses, through strong leadership and motivational skills, as well as an ability to solve problems and develop collaborative and innovative ideas to maximise the potential of the Aftersales Departments across the Division. Service Department experience is a pre-requisite; however, an in-depth knowledge of Parts is also essential and will form a large part of the day-to-day responsibilities. The candidate will possess strong commercial acumen, relationship management, communication, negotiation, and presentation skills. Knowledge of the UK Commercial Vehicle market would be advantageous including the electrification journey.

Key Responsibilities

• Lead and manage an Aftersales Support Team targeted with growing the Aftersales Business, implementing innovative strategies to boost turnover and net profit growth – for both Truck and Van.
• Introduce and implement new revenue streams into the business – through key account customer acquisition and targeted campaigns.
• Work hand in hand with the OEM in implementing and delivering growth strategies in line with stakeholders’ objectives - fostering excellent working relationships.
• Drive performance and customer experience through the depots and direct teams – as measured through Daimler Trucks and Mercedes Vans.
• Ensure that our Parts arm is delivering both financially and operationally – including relevant governance protocols, audits, stock levels/checks, obsolescence etc.
• Be the driving force behind delivering service excellence in line with Group and OEM standards.
• Lead all commercially orientated projects in the business enabling profitable growth.
• Ensure that our operations have the appropriate level of process compliance and governance.
• Devise and implement customer experience process improvements across Aftersales, embedding at a depot level.
• Coach and mentor the Service and Parts operations with best practice as the goal.
• Ensure compliance with company policies and standards in line with Marshall Group and OEM requirements, through the Aftersales Function.

Required Qualifications and Experience

• Preferable third level education or relevant industry experience.
• Proven track record in a Senior Aftersales Role within the automotive industry.
• Strong leadership and coaching skills.
• Multi-site and remote management experience.
• In-depth Service and Parts understanding.
• Excellent problem-solving abilities.
• Ability to inspire and motivate teams.
• Commitment to delivering exceptional customer service.
• Strong OEM relationships.

Our Commitment to Diversity

Our policy is to employ the best-qualified people and provide equal opportunities for the advancement of employees, including promotion and training. We do not discriminate against any person based on gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.