Description
Job Purpose Lead and optimize aftersales operations to drive profitability, operational efficiency, and customer satisfaction, while ensuring full compliance with OEM standards and company policies.Responsibilities: Define and implement operational objectives aligned with overall business strategy. Monitor and analyze key performance indicators (KPIs) including sales, productivity, efficiency, inventory, and profitability. Ensure effective resource allocation and optimize workflow planning across aftersales functions. Identify and drive revenue growth opportunities (e.g., accessories, service contracts, campaigns). Foster strong collaboration between Service, Parts, and Warranty teams to ensure seamless operations. Lead internal audits across Sales and Aftersales to ensure compliance and performance standards. Ensure full adherence to OEM standards and operational guidelines. Own and drive Net Promoter Score (NPS) improvement initiatives. Manage customer complaints through structured root cause analysis (RCA) and implement corrective actions. Coordinate with OEM (Stellantis) on quality reporting and performance reviews. Drive continuous improvement initiatives across processes and customer experience. Act as the escalation point for critical operational and customer issues.