JOB OVERVIEW
The After Sales General Manager will oversee all service centers and customer relations functions. This position demands a strategic leader with a strong operational background, capable of driving efficiency, profitability, and customer loyalty in the dynamic Iraqi market.
KEY RESPONSIBILITIES
Strategic Planning & Operational Excellence:
- Develop and implement comprehensive after-sales strategies that align with overall business objectives, focusing on customer retention, service quality, and profitability across Iraq.
- Oversee all aspects of service center operations, including workshop efficiency, technician productivity, service advisor performance, and customer flow management.
- Conduct in-depth analysis of after-sales performance metrics (e.g., CSI, NPS, Efficiency, productivity, utilization, absorption rate, customer retention, and warranty claims) and implement data-driven improvements.
- Forecast after-sales demand, plan resource allocation (personal, equipment, facilities), and manage the after-sales budget effectively to achieve financial targets.
- Stay abreast of industry best practices in automotive after-sales, technological advancements, and distributor service standards, integrating them into local operations.
- Develop and maintain robust contingency plans for potential service disruptions or supply chain challenges relevant to the Iraqi market.
- Create and execute a detailed strategy to attract other UIOs to boost daily CPUs and improve branch profitability.
Customer Satisfaction & Brand Loyalty:
- Prioritize and drive exceptional customer service across all after-sales touchpoints, ensuring high levels of customer satisfaction and loyalty.
- Implement and monitor customer feedback mechanisms (e.g., VOC, direct communication) and proactively address customer complaints and issues effectively and in a timely manner.
- Develop and promote service retention programs, maintenance packages, and value-added services to encourage repeat business.
- Ensure all after-sales activities uphold brand standards and contribute positively to the overall brand image in Iraq.
- Foster a customer-centric culture within all after-sales teams.
Technical Standards & Quality Assurance:
- Ensure all service operations adhere to manufacturer technical specifications, warranty policies, and quality standards.
- Oversee the continuous training and certification of technicians and service advisors on new models, diagnostic tools, and service procedures.
- Implement rigorous quality control processes for all repair and maintenance work performed.
- Manage warranty claims efficiently and accurately, ensuring compliance with OEM’s guidelines.
- Ensure service facilities are well-maintained, equipped with necessary tools, and adhere to safety regulations.
Cross-Functional Collaboration & Stakeholder Management:
- Collaborate extensively with the Sales General Manager and Logistics General Manager to ensure seamless coordination for new vehicle deliveries (PDIs) and the flow of service-related materials.
- Build and maintain strong relationships with the OEM after-sales and technical support teams.
- Present after-sales performance reports, strategic plans, and market insights to the Country Managing Director and other senior stakeholders.
- Ensure effective communication channels are established and maintained with customers, suppliers, and internal departments.
- Manage relationships with local regulatory bodies and ensure compliance with all relevant laws and regulations.
Team Leadership & Development:
- Lead, mentor, and develop a high-performing after-sales team, including Service Managers, Service Advisors, and Technicians.
- Establish clear roles, responsibilities, and performance metrics for all after-sales personnel.
- Provide ongoing training, coaching, and guidance to enhance team skills in technical knowledge, customer service, and operational efficiency.
- Foster a positive, productive, and safe working environment within all after-sales facilities.
SKILLS AND COMPETENCIES
- A bachelor’s degree or higher qualification preferred.
- A minimum of three years of experience in an After Sales General Manager position in a car dealership.
- English, (Arabic, Kurdish preferred).
- Extensive experience in leading and managing all facets of automotive after-sales service operations (service center management, customer relations).
- Proven ability to optimize workshop efficiency, service processes, and service bay utilization.
- Strong commitment to delivering superior customer satisfaction and building lasting customer relationships.
- Solid understanding of automotive technical principles, diagnostic procedures, and service standards.
- Proficient in budgeting, P&L management, cost control, and maximizing after-sales profitability
- Skilled in analyzing after-sales KPIs, identifying trends, and generating actionable insights.
- Strong analytical and critical thinking skills to resolve complex operational and customer issues.
- Ability to build strong relationships and work collaboratively with internal departments (Sales, Logistics, Parts) and external partners (OEM, suppliers).
