Country Aftersales Manager
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Job Summary
Job Description
Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.
- Lead dealers in developing and executing AMEO Business Plans with clear actions to achieve service retention retail parts customer pay sales out SSS fixed operations gross profit FIRFT training certification retail standards KPIs and service capacity targets.
- Review dealer business plan action items and Retail Parts KPIs monthly consulting dealers on sales-out trends margins financial health and profitability improvements.
- Drive integration of Service and Parts departments at dealer level to streamline operations maximize performance and ensure optimal utilization of RIM and other retail parts programs.
- Lead or support Retail Parts Customer Pay Sales Out discussions with dealers to set communicate and track monthly and annual sales-out targets across workshops body shops quick services ACDelco Service Centers and retail counters.
- Oversee service operations and warranty management by ensuring dealer compliance with GM warranty policies improving repair quality resolving product quality issues and achieving regional warranty KPIs.
- Manage customer support initiatives (e.g. tire assistance courtesy vehicles trade-in assists loyalty certificates) and support dealers in resolving escalated or high-profile customer complaints while preventing recurrence.
- Provide market intelligence on opportunities and risks support engineering investigations manage assigned budgets and collaborate with internal teams (e.g. MEDC) to resolve critical parts back orders and field actions especially safety recalls.
- Minimum 35 years of professional experience in the automotive industry.
- Experience in customer care/experience management and handling customer complaints.
- In-depth knowledge of automotive technology engineering principles and vehicle servicing practices methods and standards.
- Strong knowledge of dealer business management including service bodyshop and retail parts management.
- Demonstrated financial acumen in aftersales business (e.g. margins gross profit KPIs).
- College degree in engineering or equivalent preferably with an automotive specialization.
- Strong communication skills with excellent written and oral English.
- Excellent computer skills in MS Office particularly Excel and PowerPoint.
- Strong analytical skills with the ability to interpret data and translate it into actionable plans.
- Good presentation skills for internal and dealer-facing meetings.
- Ability and willingness to travel extensively throughout the region.
- MBA or equivalent postgraduate qualification.
- Arabic language proficiency.
- Hands-on experience managing bodyshop operations service operations and retail parts simultaneously.
- Experience working with warranty administration product quality reporting and field action/recall campaigns.
About GM
Our vision is a world with Zero Crashes Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.
Non-Discrimination and Equal Employment Opportunities
General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.
Accommodations
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Required Experience:
Manager
Key Skills
- Aviation Safety
- Human Resource Management
- CFA
- Cloud Computing
- Landscape
- ACCA
About Company
GM is home to Chevrolet, Buick, GMC & Cadillac and has been leading the auto industry for over a century. See how we create a vehicle for every drive.
