Regional Aftersales Manager Full Time NEW

Location: 

Field Based 

Reporting to: 

Head of Dealer Aftersales 

Company Overview 

Maxus UK is a forward-thinking automotive company focused on delivering cutting-edge solutions in sustainable mobility. As a manufacturer, we are committed to establishing a strong and customer-focused aftersales service that supports our growing range of vehicles and technology, ensuring customer satisfaction throughout the entire ownership experience. 

Job Purpose 

The Regional Aftersales Manager is responsible for leading Maxus UK’s aftersales performance in a designated region, with a focus on working together with the Authorised Repairer network to deliver benchmark customer experience, and driving aftersales revenue and performance across dealers in the region.  The Regional Aftersales Manager acts as a key liaison between the dealers and the OEM, providing support, guidance, and strategic direction to enhance the operational efficiency, customer service levels and profitability of the dealer network. 

Responsibilities 

– Act as the key aftersales interface between Maxus UK and the dealers, building strong, supportive relationships to drive customer experience and commercial results 

– Monitor customer feedback and work closely with the dealer network to address any service issues or concerns 

– Identify training needs and gain agreement to training courses to ensure customer service delivery is optimal

– Act as a point of escalation for customer problems in order to resolve issues and improve customer experience

– Agree and implement measurable improvement plans with the Senior Dealership Management team. 

– Ensure full Dealer adherence to Aftersales Franchise Standards

– Carry out detailed dealer performance analysis and reporting to keep senior managers informed and to contribute appropriate recommendations that will improve business results

– Drive aftersales business growth and profitability through parts, accessories, and service operations. 

– Work closely with other departments such as Customer Uptime, Warranty, Sales, and Marketing to ensure alignment in promoting all areas for Maxus UK

Experience and Candidate Characteristics 

– Proven experience in aftersales management, including OEM and dealer operations, service management preferable

– Exceptional problem-solving and analytical skills with the ability to manage complex situations. 

– A strong understanding of customer experience and its relationship with aftersales profitability

– Excellent communication, influencing and stakeholder management skills, capable of working across all levels with dealers, customers, and internal teams

– Ability to drive continuous improvement in a fast-paced, dynamic environment, ensuring alignment with company strategy and objectives

– Well organized with exceptional time management skills and a flexible approach to work prioritization. 

– Excellent business consultancy skills with a high degree of commercial awareness