Country Aftersales Manager

Description

Work Arrangement:
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.

The Role - Country Aftersales Manager

The Country Aftersales Manager is responsible for driving the overall performance of the retail aftersales business across assigned dealers, with a primary focus on service retention, retail parts customer pay sales, and fixed operations profitability. The role partners closely with dealers to develop and execute the AMEO Business Plan, integrating Service and Parts operations to maximize efficiency, customer satisfaction and financial health. It also leads warranty and service operations governance, ensuring strict adherence to GM warranty policies and high-quality repair standards. By combining strong dealer business management, technical understanding and customer focus, this position plays a key part in enhancing the ownership experience and supporting sustainable growth in the region.

What You'll Do

• 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 3-5 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.