Aftersales Manager (Italian Brand)

• Customer Experience

• Deliver a best-in-class aftersales experience that reflects the luxury and high-standard brand.

• Manage customer feedback, complaints, and escalations promptly and professionally.

• Implement strategies to improve customer loyalty and service retention.

• Operations Management

• Oversee daily operations of service, repairs, parts, and warranty processes.

• Monitor KPIs (e.g., service revenue, efficiency, customer satisfaction scores).

• Ensure compliance with the corporate standards and guidelines.

• Team Leadership

• Recruit, train, and develop aftersales team members (service advisors, technicians, parts specialists).

• Set clear performance objectives and conduct regular reviews.

• Promote a culture of excellence, accountability, and continuous improvement.

• Business Development

• Develop and implement aftersales marketing campaigns, service plans, and upselling strategies.

• Drive revenue growth through service packages, genuine parts sales, and extended warranty offerings.

• Collaborate with the sales team to ensure smooth vehicle handovers and post-delivery service.

• Reporting & Compliance

• Prepare periodic performance reports for senior management and HQ.

• Ensure all processes comply with local regulations and brand requirements.

• Manage warranty claims and audit processes efficiently.

• Proven experience (5+ years) in luxury automotive aftersales or service management.

• Strong leadership and team management capabilities.

• Deep understanding of high-performance/luxury automotive products and clientele expectations.

• Exceptional interpersonal and communication skills.

• Strong analytical and problem-solving abilities.

• Proficiency in dealer management systems (e.g., CDK, SAP, or similar).

• Bachelor’s degree in Automotive Management, Business Administration, or equivalent (preferred).

• Fluency in English; additional languages (e.g., Italian, Mandarin) are a plus.

Executive Recruiters