Lead Aftersales Manager for Luxury Automotive Brand

7 days ago

Singapore BENCHMARK STAFFING SOLUTIONS Full time

Company Overview

Benchmark Staffing Solutions is a renowned recruitment agency specialising in high-end placements. Our esteemed client, a leading luxury automotive brand, seeks an exceptional professional to fill the role of Lead Aftersales Manager.

About the Role

This challenging position demands a results-driven individual with a deep understanding of the premium automotive industry. As Lead Aftersales Manager, you will be responsible for driving business growth, ensuring customer satisfaction, and maintaining strong relationships with key stakeholders.

Key Responsibilities

  • To lead the aftersales service team in achieving the company's set goals, monitoring closely and meeting business objectives, KPIs in service industry, customer service satisfaction, service processes, and operating profits.
  • Responsible for achieving monthly budgeted service turnover and operating profit through daily cars intake and operating expenses.
  • Ensure that the quality of service and repair work performed daily meets the required Principal's standards.
  • Maintain workshop efficiency, productivity, and utilization usage for workshop staff through close monitoring via daily time analysis report.
  • Responsible for recruitment and deployment of staff under his charge to ensure that daily operations run optimally.
  • Maintain and ensure that the service centre meets the requirements and regulations such as Workplace health and safety of workshop and frontline employees.
  • Ensure Service Centre daily work processes, workshop diagnosis networking, software, and equipment are maintained and meet retail standard requirements.
  • Determine the degree of efficiency, productivity, utilisation rate, service sales turnover, net promoter score (NPS), on a monthly basis by evaluating the time analysis report, management report, and VOC report.
  • Assess the need to purchase and authorise the ordering of workshop consumable items, tools, and equipment.
  • Conduct periodical review of the performance of individual staff to ensure that work attitude and performance are in line with the Company's objectives.
  • Propose and take appropriate measures in streamlining work processes and motivate workshop and frontline personnel.
  • Maintain and strengthen customer service processes to improve customer satisfaction at all times.
  • Develop staff through training, coaching, and mentoring to enhance their performance and build their competencies.
  • Conduct weekly and monthly meetings with key personnel to share and feedback from key results for corrective action and continually seek for improvement.
  • Build strong rapport with internal and external stakeholders/customers in order to meet the required business objectives and Principal's targets.
  • Build and maintain good relations with National Automobile bodies/authorities and the major competitors for close observation of the service market, its development, and trends.
  • Develop and promote team spirit within the Aftersales personnel through technical/non-technical training, salary, and condition structure and career system. Ensure all staff has a clear understanding of the company's direction.
  • Setting up and control of proper warranty structures and procedures according to regulations. Close follow-up of cost development in warranty and goodwill. Ensure product campaigns are being implemented and follow-through.

Required Skills and Qualifications

  • Broad understanding of all aspects of the automotive industry.
  • Minimum 5 years of experience in premium brand automotive business.
  • In-depth understanding of all aspects of the Aftersales discipline. Service, Bodyshop, Parts, Pre-delivery, Trade Sales, and Customer Service.
  • In-depth understanding of all aspects of the Principal/Importer and retailer relationship and business practices. (Corporate Identity, resource requirements, customer satisfaction, training, marketing, and communications).
  • In-depth understanding of key performance indicators in the individual departments and the cross-functional drivers of business performance as a whole.
  • Result-Driven Individual with strong business acumen.
  • Aggressive and forward-thinking.
  • Ability to analyse and use Financial Reports.
  • Excellent communications skills, including presentation effectiveness.
  • Well-rounded conceptualization skills, creative, ideas generator.
  • Well-rounded personal effectiveness with good negotiation and influencing skills.
  • Emphasis on performance, goal, and team orientated.

Salary and Benefits

The successful candidate can expect a competitive salary range of SGD $120,000 - $180,000 per annum, depending on experience. In addition to a comprehensive benefits package, including medical insurance, retirement plan, and generous paid time off, our client offers opportunities for career growth and professional development.

About BENCHMARK STAFFING SOLUTIONS

Benchmark Staffing Solutions is a leading recruitment agency specialising in high-end placements. With a proven track record of delivering top talent, we pride ourselves on building long-lasting relationships with our clients and candidates. If you are a motivated and ambitious professional looking to take your career to the next level, please submit your application today.

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