Regional Aftersales Manager - Birmingham in London

Responsibilities

• Investor relationships – Develop robust relationships with your Region’s Retailers. Manage and deliver elements covering reward, challenge, and penalty. Act as a representative and ambassador for the Brands, taking direct and decisive action.
• Customer Experience – Become directly involved in Customer cases and take ownership of the Customer journey. Understand root causes of vehicle/ownership conditions to bring Customer issues to a swift conclusion.
• Technical Support & Warranty Claims – Support Technical and Warranty Teams with managing Dealer objections and timeframes. Qualify gaps and suggest solutions when required.
• Dealer Audits – Conduct frequent and planned dealer visits to measure Network’s ability to deliver optimum Customer Experience. Manage time efficiently to ensure dealer visits and administration are up-to-date.
• Performance Management – Manage and influence metrics within the Dealer Balance Scorecard (DBS). Ensure positive performance trends in Aftersales KPIs.
• Brand Ambassador – Attend and support Brand events during the year, which may be outside your Region and business hours.
• KPI’s – Manage Customer Complaint Resolution, Parts Sales Management, and Dealer Balance Scorecard (DBS) Improvements. Celebrate positive trends and address negative KPI performance.
• Special Project Champion – Take ownership of Special Projects to support business growth and personal development.

Personal Requirements

• Robust, calm, and efficient operator capable of handling a broad range of topics.
• Natural relationship builder with existing and new networks.
• Capable of managing a busy diary that may change at a moment’s notice.
• Adaptable and willing to take new instructions in a dynamic business environment.
• Proficient in Microsoft Office, including reporting and data analysis platforms.
• Full and clean driving licence.

Experience, Skills & Qualifications

• Essential Requirements
• Minimum of 5 years’ experience in a Regional, Divisional or Group Aftersales Manager role for an OEM or Automotive Retail Group.
• Commercial Acumen – Strong ability to analyse profit margins, parts sales, and budget allocations.
• Relationship Management – Excellent negotiation and communication skills to influence dealer principals and staff.
• Technical Knowledge – Understanding of vehicle diagnostics, warranty processes, and emerging vehicle technology (such as EVs).
• Problem-Solving – Ability to de-escalate conflicts and find root-cause solutions to customer issues.
• Full UK Driving Licence.

Remuneration & Benefits

• Salary – Competitive.
• Use of Company Vehicle.
• Extensive Benefits Package.
• Core Hours – Monday to Friday 8.30am to 5pm.