For our client, a premium car manufacturer from China, we are searching for an Aftersales Director in Kuala Lumpur, Malaysia.

The Aftersales Director plays a critical role in ensuring customer loyalty, driving revenue growth, and maintaining brand reputation in the competitive automotive market. This position requires strong leadership, strategic thinking, and a relentless focus on delivering exceptional aftersales experiences.

Key Responsibilities:

Strategic Planning:

• Develop and implement comprehensive aftersales strategies aligned with company objectives.
• Analyze market trends, customer feedback, and competitor activities to identify opportunities for improvement.
• Set clear goals and KPIs for aftersales operations and monitor performance against targets.

Operational Management:

• Oversee the day-to-day operations of aftersales departments, including service centers, parts distribution, warranty services, and customer support.
• Ensure efficient workflow and resource allocation to meet service level agreements and customer expectations.
• Establish and maintain effective processes for inventory management, parts ordering, and service scheduling.

Team Leadership:

• Provide leadership, guidance, and support to aftersales staff, including service advisors, technicians, and customer service representatives.
• Foster a culture of excellence, teamwork, and continuous improvement within the aftersales organization.
• Conduct regular performance evaluations, training programs, and career development initiatives for team members.

Customer Satisfaction:

• Maintain a customer-centric approach by ensuring prompt resolution of issues, addressing customer complaints, and implementing feedback mechanisms.
• Implement quality assurance programs to uphold service standards and ensure consistency across all aftersales touchpoints.
• Monitor customer satisfaction metrics and take proactive measures to enhance the overall service experience.

Compliance and Regulatory Affairs:

• Ensure compliance with all relevant industry regulations, safety standards, and manufacturer requirements.
• Stay abreast of legislative changes, industry best practices, and emerging technologies affecting aftersales operations.
• Collaborate with legal and regulatory teams to address any compliance issues and mitigate risks.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Automotive Engineering, or a related field.
• Minimum of 8 years of proven experience in aftersales management within the automotive industry, with a track record of success in driving operational excellence and customer satisfaction.
• Strong leadership skills with the ability to motivate teams, foster collaboration, and drive performance.
• Excellent communication and interpersonal abilities, with a customer-centric mindset.
• Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights.
• Familiarity with automotive technologies, dealership operations, and industry-specific software systems.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs.
• Strong communication and coordination skills, planning and execution capabilities, and relationship establishment and maintenance skills.
• Strong ability to withstand pressure; proactive, innovative, and willing to take risks.
• Language requirement: English as a working language.
• Flexibility to travel throughout the region.

Salary: Negotiable