Head of Aftersales - (Automotive EV Car)

Key Responsibilities

• Develop and implement the aftersales strategy aligned with the company's growth objectives.
• Establish a best-in-class ownership and service experience.
• Drive customer retention, loyalty, and advocacy through exceptional service standards.
• Lead transformation and continuous improvement initiatives across the aftersales organization.
• Oversell aftersales functions, including:
• Ensure consistent implementation of service standards, policies, and processes.
• Monitor and optimize service productivity, workshop efficiency, and capacity planning.
• Lead the development of EV service capabilities and technical competence.
• Ensure ice teams remain current on EV diagnostics, battery systems, software updates, and emerging technologies.
• Manage technical escalations and coordinate with regional and global technical teams.
• Champion a customer-first culture across all service touchpoints.
• Monitor customer satisfaction metrics including NPS, CSI, and retention indicators.
• Develop innovative service programs that enhance customer ownership experiences.
• Resolve critical customer concerns professionally and effectively.
• Develop and manage authorized service centers and dealer aftersales performance.
• Establish service KPIs, governance frameworks, and performance reviews.
• Ensure network compliance with brand standards and customer experience expectations.
• Support network expansion and facility development initiatives.
• Drive revenue growth through service, parts, accessories, and customer retention initiatives.
• Manage budgeting, forecasting, and cost optimization.
• Improve warranty efficiency and parts inventory performance.
• Build, mentor, and develop a high-performing aftersales organization.
• Foster collaboration across Sales, Marketing, Customer Experience, Supply Chain, and Technical functions.
• Create a culture of accountability, innovation, and continuous improvement.