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Head of After Sales Operations

2 months ago

Dubai, Dubai, United Arab Emirates Legend Holding Group Full time
Job Summary

The Head of After Sales is responsible for leading and managing the after-sales operations, ensuring exceptional customer service and maximizing customer retention. This role includes overseeing the service, parts, and warranty departments, developing strategies to enhance customer satisfaction, and driving revenue from after-sales activities. The Head of After Sales will ensure that all processes and services align with company standards and goals, while maintaining a focus on efficiency, profitability, and customer loyalty.

Key Responsibilities
  • After Sales Strategy Development:
  • Develop and implement a comprehensive after-sales strategy to support business objectives and increase customer retention.
  • Set clear goals and objectives for after-sales departments (service, parts, and warranty) and ensure they align with overall company goals.
  • Continuously assess and improve after-sales processes to ensure high-quality service delivery.
  • Customer Satisfaction and Retention:
  • Lead initiatives to improve customer satisfaction, ensuring all customers receive timely, efficient, and high-quality service.
  • Handle escalated customer complaints and feedback, resolving issues in a way that enhances customer loyalty.
  • Analyze customer feedback and after-sales performance data to identify areas for improvement.
  • Operational Management:
  • Oversee daily operations in service centers, ensuring efficiency in repairs, maintenance, parts availability, and warranty processing.
  • Implement and monitor key performance indicators (KPIs) for the after-sales department, such as service quality, turnaround time, parts availability, and customer satisfaction.
  • Ensure that service and parts departments meet or exceed industry standards in terms of quality, safety, and operational performance.
  • Revenue and Profitability:
  • Drive profitability through the efficient management of after-sales services, focusing on increasing service revenue and optimizing parts sales.
  • Identify new business opportunities within the after-sales division, such as extended warranties, service packages, or maintenance contracts.
  • Manage budgets and financial performance for the after-sales department, ensuring targets are met or exceeded.
  • Team Leadership and Development:
  • Lead and manage the after-sales team, including service advisors, technicians, parts staff, and warranty personnel.
  • Provide ongoing training and development to enhance team skills and service delivery.
  • Foster a customer-centric culture within the after-sales team, ensuring a high level of professionalism and technical expertise.
  • Vendor and Supplier Management:
  • Establish and maintain relationships with key suppliers and vendors to ensure timely availability of parts and materials.
  • Negotiate with suppliers to secure competitive pricing and favorable terms.
  • Ensure proper inventory management practices to maintain optimal stock levels and minimize downtime.
  • Warranty and Compliance Management:
  • Oversee the management of warranty claims, ensuring timely processing and compliance with manufacturer guidelines.
  • Ensure that all after-sales activities comply with industry regulations, safety standards, and company policies.
  • Stay informed of any changes in regulations and best practices, adapting policies and procedures as needed.
  • Cross-functional Collaboration:
  • Work closely with sales, marketing, and finance teams to support business objectives and coordinate after-sales efforts.
  • Collaborate with product development teams to provide feedback on product performance and customer concerns.
  • Support marketing efforts by contributing to promotional campaigns for after-sales services.
  • Reporting and Analysis:
  • Prepare regular reports on after-sales performance, including customer satisfaction, financial performance, service efficiency, and parts sales.
  • Use data and analytics to identify trends, forecast demand, and make informed decisions regarding staffing, inventory, and service capacity.
Qualifications and Skills
  • Bachelor's degree in Business, Engineering, or a related field. A Master's degree is a plus.
  • Proven experience (7-10 years) in a senior after-sales role, preferably in the automotive or similar industry.
  • Strong leadership and team management skills, with the ability to motivate and guide large teams.
  • In-depth knowledge of after-sales operations, including service management, parts inventory, and warranty processes.
  • Excellent customer service skills with a track record of improving customer satisfaction and loyalty.
  • Strong financial acumen with experience managing budgets and P&L responsibility.
  • Problem-solving and decision-making abilities, with a focus on process improvement.
  • Excellent communication and interpersonal skills.
  • Proficient in using CRM systems, service management software, and MS Office (Excel, Word, PowerPoint).

Job Type: Full-time