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For Companies At a Glance
- Tasks: Lead aftersales operations, ensuring top-notch service and customer satisfaction.
- Company: Join the iconic Norton Motorcycles, a brand with over 120 years of history.
- Benefits: Enjoy competitive salary, 33 days holiday, private medical insurance, and more.
- Other info: Experience a vibrant work culture with exciting team events and growth opportunities.
- Why this job: Be part of a passionate team shaping the future of motorcycling.
- Qualifications: 5-8+ years in aftersales management, strong customer focus, and technical skills required.
The predicted salary is between 30000 - 45000 £ per year.
We’re not just another bike brand - we’re an iconic, British motorcycle brand with over 120 years of history behind us. Our new state-of-the-art facilities in Solihull, West Midlands are home to a tight-knit, but ever-expanding team that’s passionate about delivering exquisite riding experiences to our customers.
Under new ownership and proud to be part of the TVS Motor family, we’re entering a new era of global success. And we want you to be a part of it! At Norton, we value respect, trust, and responsibility. We trust our employees to execute their roles exceptionally and professionally, and we value personal development, teaching, and learning. When you join our team, you’ll have the opportunity to grow and learn alongside some of the most talented and dedicated people in the business.
So if you’re passionate about motorcycles and looking to join a team that’s shaping the future of this legendary brand, we’d love to hear from you!
The Role
As Aftersales Manager, you will be responsible for ensuring the smooth delivery of all aftersales services — from service, maintenance, and repairs to parts availability and warranty management. You’ll work closely with dealers, service teams, and internal departments to drive customer satisfaction, maximise operational efficiency, and grow aftersales revenue. This is a critical leadership role with both strategic and hands-on responsibilities in shaping the customer experience and supporting long-term brand loyalty.
Key Responsibilities
- Operational Leadership
- Oversee the daily management of aftersales operations including service, repairs, warranty, and parts support.
- Monitor and optimise service quality, workshop efficiency, and customer experience at all stages of the ownership journey.
- Establish and track key performance indicators (KPIs) such as customer satisfaction (CSI), first-time fix rates, and service turnaround times.
- Build strong relationships with the dealer network, ensuring alignment on aftersales processes, policies, and service standards.
- Support dealer workshops in driving operational excellence, technical capability, and high-quality customer interactions.
- Lead the implementation of aftersales campaigns, technical bulletins, and customer satisfaction initiatives.
- Customer Satisfaction & Loyalty
- Monitor and manage customer feedback to ensure the highest levels of satisfaction and swift resolution of issues.
- Work collaboratively with sales and marketing teams to design customer retention programs and service offers.
- Act as a brand ambassador for service excellence across the dealer and customer community.
- Commercials
- Support the achievement of aftersales revenue targets by optimizing parts sales, service packages, and customer retention strategies.
- Implement and maintain pricing strategies, service programs, and dealer incentive schemes to drive both profitability and customer value.
- Partner with Product, Engineering, Quality, and Marketing teams to ensure aftersales readiness for new vehicle launches and model updates.
- Analyse service, warranty, and technical data to identify product or process improvement opportunities.
- Foster a continuous improvement culture in both internal teams and the dealer network.
Experience:
- 5-8+ years of experience in an aftersales management or technical operations role within the Automotive or Motorcycle sector.
- Strong understanding of workshop processes, technical problem-solving, warranty management, and customer service delivery.
- Experience working directly with dealer networks and third-party service providers.
- Excellent commercial awareness — able to balance customer satisfaction and business growth.
- Strong analytical, leadership, and negotiation skills.
- Highly customer-centric mindset with a passion for improving the ownership experience.
- Technical qualification or automotive engineering background is a strong advantage.
Rewards of working for Norton:
- Competitive salary package that recognises your skills and experience.
- A whopping 33 days of holiday (inc. Bank Hols) to relax and recharge.
- Generous pension scheme that sets you up for the future, with access to personalised advice.
- Private Medical Insurance and a Cash Back Programme to keep you feeling your best.
- Life insurance (4x salary) because we’ve got your back no matter what.
- FREE fruit, got to have your five-a-day!
- WeCare Employee Assistance Programme, which includes access to online GP services, dietary advice, mental health support, bereavement counselling, and a fitness programme.
- Experience the thrill of an entrepreneurial environment within a larger, well-funded company with ambitious long-term goals.
- Elevate your career with our Ideas for Excellence scheme, where every brilliant idea is not just valued, but also rewarded!
- A diverse and international team that brings together different perspectives, backgrounds, and experiences.
- Join the fun with our twice-yearly employee events, payday socials, and loads of exciting activities in between!
- Want to go green? You can enjoy free electric bicycle hire.
- Plus, no need to stress about finding a parking spot - we’ve got on-site free parking covered and FREE electric charge points.
We know how important it is to take care of our team, and we’re committed to continually improving our reward offering in line with the business growth plan. Join us and see for yourself!
PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS
Aftersales Manager (UK) employer: Norton Motorcycles Ltd
Contact Detail:
Norton Motorcycles Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftersales Manager (UK)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the motorcycle industry. Attend events, join forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show your passion for motorcycles! When you get the chance to chat with potential employers, let your enthusiasm shine through. Share your experiences, whether it’s riding, restoring bikes, or just being a fan of the brand. It’ll make you memorable!
✨Tip Number 3
Prepare for interviews by researching Norton Motorcycles Ltd. Understand their values, products, and recent news. This will help you tailor your answers and show that you’re genuinely interested in being part of their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Norton family. So, hit that apply button and let’s get you on board!
We think you need these skills to ace Aftersales Manager (UK)
Some tips for your application 🫡
Show Your Passion for Motorcycles: When writing your application, let your love for motorcycles shine through! Share any personal experiences or stories that highlight your enthusiasm for the industry. We want to see that you're not just looking for a job, but that you're genuinely excited about being part of the Norton family.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Aftersales Manager role. Highlight relevant experience in aftersales management and customer service. We appreciate when candidates take the time to align their skills with what we’re looking for, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We value clarity, so make it easy for us to see why you’d be a great fit for our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows that you’re proactive and keen to join our iconic brand!
How to prepare for a job interview at Norton Motorcycles Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of aftersales processes, especially in the motorcycle sector. Understand how warranty management works and be ready to discuss specific examples from your past experience that demonstrate your expertise.
✨Show Your Passion
Norton is all about motorcycles, so let your enthusiasm shine through! Share stories about your own riding experiences or what excites you about the brand. This will help you connect with the interviewers and show that you're genuinely interested in the role.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like resolving customer complaints or improving service efficiency. Think of examples from your previous roles where you successfully tackled similar challenges and be ready to share those insights.
✨Ask Smart Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, upcoming projects, or how they measure success in the aftersales department. This shows that you're not just interested in the job, but also in contributing to the company's future.