National Aftersales Head

The National Aftersales Head is responsible for leading and managing all commercial vehicles aftersales operations, including service, parts, customer care, and warranty management. The role focuses on enhancing aftersales revenues, optimizing profitability, ensuring compliance, while maintaining high level of customer satisfaction, This role involves strategic planning, team leadership, aftersales channel/network development, and market coverage across KSA.

RESPONSIBILITIES

Strategic

• Strategic Leadership: Develop and execute comprehensive national aftersales strategy in alignment with the overall company targets and goals. Identify growth opportunities in service, parts, and customer engagement era. Drive innovation in excellent service delivery, digital tools, and customer support channels.
• Operations Management: Oversee workshop operations, parts logistics, service planning, and warranty administration. Monitor KPI's, such as service revenue (Internal/External), parts turnover, first-time fix rate, and customer satisfaction (CSI/NPS). Ensure operational efficiency, productivity, and adherence to safety and quality standards.
• Customer Relationship Management: Champion a customer-centric approach, ensuring high standards in service quality and issue resolution. Build and maintain strong relationship with key customers and strategic partners Implement feedback systems to monitor and enhance customer satisfaction levels.
• Team Leadership: Manage and motivate a team of service managers, workshop supervisors, parts managers, and customer service staff. Provide coaching, development, and performance evaluations.
• Financial Oversight: Manage the aftersales P&L, including budgeting, forecasting, and finding opportunities of cost saving to ensure proper cost optimization. Optimize margins through efficient resource allocation, pricing strategies, and process improvements.
• Compliance and Standards: Ensure adherence to OEM guidelines, warranty procedures, environmental regulations, and safety standards. Develop SOP for smooth aftersales operations. Liaise with manufacturers and regulatory bodies as needed.
• Stakeholder Engagement: Work closely with sales, marketing, and fleet management teams to align aftersales offerings. Maintain strong relationships with OEMs, suppliers.

Operational

• Lead National Aftersales Strategy & Execution: Oversee daily operations and strategy implementation across all dealerships to ensure alignment with business objectives and brand standards.
• Optimize Parts & Inventory Management: Manage parts demand, supply, pricing, and aging inventory to ensure optimal stock levels and minimize obsolescence.
• Drive Service Department Efficiency & Profitability: Maximize technician productivity, labor efficiency, and resource utilization to meet service revenue and profitability targets.
• Ensure Operational Excellence & Compliance: Monitor performance, resolve escalations and bottlenecks promptly, and ensure adherence to all regulatory requirements and internal controls.
• Manage Team, Reporting & OEM Relations: Lead, staff, and develop the aftersales team, ensure accurate MIS and reporting, and maintain effective communication with OEM partners.

People Management

• Lead and develop the national aftersales team by setting clear performance goals (KPIs), providing coaching, and conducting regular performance reviews.
• Build team capability and ensure optimal staffing through targeted recruitment, structured training programs, and effective workforce planning.
• Foster a high-performance and accountable culture by communicating strategic direction, setting clear expectations, and recognizing achievements.
• Ensure operational consistency and compliance by monitoring aftersales activities and enforcing adherence to corporate policies and brand standards across the network.
• Optimize organizational structure and represent the function in leadership meetings, while collaborating with cross-functional departments for integrated strategy execution.

Product/Process Improvement

• Drive service innovation and customer convenience by introducing and expanding mobile services, on-site support, and flexible parts delivery options.
• Lead continuous process improvement to enhance operational efficiency, reduce costs, and elevate the customer experience across all locations.
• Identify and resolve performance gaps by analyzing underperforming areas, addressing root causes, and leading strategic corrective initiatives.
• Champion technology and data-driven decisions through implementing new tools, analyzing market trends, and benchmarking global best practices.
• Foster cross-functional collaboration with marketing, sales, and product teams to refine service offerings, pricing, and enrich the customer journey.

QUALIFICATIONS

Education & Certifications:

• PREFERRED: MBA, Commercial will be strong advantage
• MINIMUM: Bachelor's Degree in Engineering, preferably Mechanical, Automotive

Knowledge & Skill

• Expertise in KSA Automotive Aftersales: In-depth knowledge of the commercial vehicles market, aftersales operations, dealership networks, OEM partnerships, and local regulations.
• Strategic Business & Financial Acumen: Proven ability to develop national strategies, manage budgets and forecasts, and set service/pricing models to achieve business objectives.
• Leadership and Organizational Development: Strong skills in leading, coaching, and motivating large, cross-regional teams, with experience in change management and building a high-performance culture.
• Operational & Process Excellence: Proficiency in parts and inventory management, supply chain coordination, and applying lean or continuous improvement methodologies to boost efficiency.
• Analytical and Customer-Centric Mindset: Highly skilled in data analysis, KPI tracking, and using business systems (ERP, CRM) to drive decisions and deliver an outstanding customer experience.

Experience

• PREFERRED: 12-15 years experience in Commercial Vehicles (or Passenger Cars Dealership) Automotive industry
• MINIMUM: 12 years experience in automotive industry