Head of Aftersales Porsche Singapore

4 months ago

Singapur, Singapore Porsche Asia Pacific Full time

The future has many facets: for the courageous, it is opportunity.

The world is becoming increasingly digital, connected, but also more uncertain and volatile. Yet, the iconic German sports car brand Porsche sees this complex future as opportunity. “In the beginning I looked around and could not find quite the car I dreamed of. So I decided to build it myself.” With this aspiration, trailblazer Ferry Porsche set the guiding principles for Porsche now, and beyond – to be the brand for those who follow their dreams.  

Now, we dream a new future for automotive retail with our new venture, Porsche Singapore Pte. Ltd. Our mission: to enhance the way Porsche engages with customers and fans at every touchpoint, integrating digital solutions and transforming brand experiences in Singapore and the region.

Join us on this trailblazing endeavour and be part of an agile team in an enriching environment. Porsche Singapore Pte. Ltd. offers long-term career prospects within the larger Porsche ecosystem, opportunities for personal development, and affirms fair hiring and remuneration policies.

Head of Aftersales
Porsche Singapore Pte. Ltd.

Porsche Singapore is seeking a highly experienced Head of Aftersales to set up, lead, and oversee the aftersales business strategy, management, and operations. The successful candidate will report to the General Manager and will be responsible for driving growth and profitability, while ensuring top-tier customer satisfaction, service quality, and operational efficiency. This role requires a dynamic leader with in-depth industry knowledge, a passion for excellence, and the ability to drive performance within the automotive environment.

  • Develop, manage, and implement the aftersales strategy and budget in alignment with the brand's global and regional goals, ensuring a seamless customer experience across all service touchpoints, while overseeing profitability, cost controls, and KPIs such as service efficiency, parts inventory turnover, and customer retention to achieve and surpass revenue and margin targets.
  • Develop a comprehensive reporting framework to deliver regular reports with detailed data analysis and actionable insights on aftersales performance, including financial results, customer satisfaction, operational challenges, and areas for improvement.
  • Drive customer-centric initiatives and implement processes to monitor, analyse and act on feedback and insight, ensuring customers' needs are met promptly and efficiently while continuously enhancing satisfaction and loyalty.
  • Oversee the warranty and compliance functions, ensuring the effective administration of warranty policies and procedures while adhering to manufacturer guidelines and standards.
  • Oversee daily operations for the service centre and body & paint departments, ensuring that maintenance, diagnostics, high-quality work, repairs, and refinishing meet efficiency, service quality, operational excellence, and compliance with workplace safety and health, and Porsche’s standards, while implementing best practices and equipping the team with the latest tools and techniques.
  • Lead, mentor, motivate, and train the aftersales team, including service advisors, technicians, and support staff, to foster a culture of excellence and high performance while ensuring continuous upskilling with the latest technological advancements, product updates, and industry best practices.
  • Build and maintain strong relationships with all stakeholders, particularly parts suppliers, third-party vendors, and external service providers, to ensure the consistent availability of high-quality parts and services.

Requirements

  • Bachelor’s degree in automotive engineering, business management, or a related field, with relevant certifications or training in automotive aftersales management preferred.
  • Proven senior aftersales management experience preferably in the luxury automotive sector, with strong business acumen in budgeting, financial analysis, and revenue management.
  • In-depth knowledge of automotive aftersales, including service centre management, customer service, technical services, automotive technologies, diagnostics tools, repair techniques, advanced repair and refinishing methods, along with industry trends, technological advancements, market dynamics, and regulatory requirements.
  • A team player with excellent leadership, people management, communication, negotiation, and interpersonal skills, capable of interacting effectively with stakeholders while inspiring and motivating team members.
  • Ability to excel in a fast-paced, dynamic environment with a strong commitment to delivering an exceptional customer experience.
  • Strong analytical and problem-solving skills, with the ability to assess situations, make informed decisions, and implement effective measures.
  • A valid class 3 driving license and clean driving record.

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