JOB OVERVIEW
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
KEY RESPONSIBILITIES
Strategic Planning & Operational Excellence:
Strategic Planning & Operational Excellence: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.
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:
Customer Satisfaction & Brand Loyalty: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.
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:
Technical Standards & Quality Assurance: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.
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:
Cross-Functional Collaboration & Stakeholder Management: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.
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:
Team Leadership & Development: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.
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
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).
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).
