Aftersales Head (Automotive/OEM)

Geely Auto Australia; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Geely Auto Australia is seeking an experienced aftersales leader to define and scale the premium ownership experience across Australia. The role will partner with global teams to deliver a best-in-class parts, service and CRM ecosystem for a rapidly expanding network.

The candidate will drive service revenue, optimize parts availability, and lead technical support and warranty programs to ensure exceptional customer outcomes and brand standards.

Responsibilities

• Lead the national aftersales strategy across parts, service, technical support, CRM and warranty.
• Drive aftersales revenue, profitability and customer retention through service programs and parts growth.
• Establish KPIs and performance frameworks across the dealer network.
• Identify opportunities to improve cost efficiency, service quality and customer experience.
• Lead the national parts and accessories business, ensuring availability and profitability.
• Develop technical support capability and training programs for dealer technicians.
• Oversee warranty policy, claims and cost control with global alignment.
• Build a high-performing aftersales organization and collaborate with Sales, Product, Finance and global teams.

Job description

• Geely is a global leader in smart electric vehicles and automotive innovation.
• Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin.
• With $100B+ assets and 140,000+ employees worldwide.
• 30,000+ engineers & designers across China, Sweden, the UK, the U.S., and Germany.
• 4,000+ sales/service locations worldwide.
• Fortune Global 500 company for 13 consecutive years.
• Pioneering AI-driven automotive solutions with one of the largest cloud computing center powers(1.02 Exaflops/sec).
• Geely’s Geespace launched 20 satellites to enable safe autonomous driving.
• World-class digitalisation and AI-driven manufacturing.
• Mission & Vision: A Sustainable Future, A Better World
• Core Value: Truth-seeking & practical, hardworking & enterprising, collaborative & innovative

Why This Role:

• Build and Lead Excellence – Our first vehicles are now on the road. Help define the premium ownership experience for a new global brand in Australia.
• Customer-First Mindset – From parts and service to long-term loyalty, you know what keeps customers coming back.
• Set and Raise the Standard – We aim to outperform the market, not follow it.
• Design for Scale – Build the aftersales foundation today to support tomorrow’s growth.
• Real Impact – A high-visibility leadership role reporting to the MD and working closely with global teams.

Key Responsibilities:

Strategy & Business Performance

• Lead and execute the national aftersales strategy across parts, service, technical support, CRM and warranty, ensuring alignment with overall business objectives and rapid market growth.
• Drive aftersales revenue, profitability and customer retention through effective service programs, parts business growth and operational excellence.
• Establish clear KPIs and performance frameworks across the dealer network, including parts revenue, service retention, workshop productivity, warranty cost control and customer satisfaction.
• Identify opportunities to outperform market benchmarks in cost efficiency, service quality and customer experience.

Parts & Accessories Business

• Lead the national parts and accessories business, including genuine parts, vehicle accessories and merchandise, ensuring strong availability, competitive pricing and dealer profitability.
• Optimise parts supply chain, demand forecasting, inventory planning and logistics performance to support network growth and service demand.
• Drive parts revenue growth while maintaining effective cost control and working capital management.

Technical Support, Training & Product Quality

• Establish strong technical support capability across the dealer network to ensure rapid diagnosis and resolution of vehicle technical issues.
• Develop and deliver technical training programs to ensure dealer technicians are fully equipped to support new technologies, product updates and diagnostic systems.
• Monitor field quality, identify recurring issues and coordinate corrective actions with global engineering teams.
• Implement structured technical escalation and field support processes to support product launches and complex cases.

Service Operations & Dealer Network Performance

• Develop and implement national service standards, operating procedures and performance management frameworks across the dealer network.
• Partner with dealers to improve workshop productivity, service efficiency, technician capability and service capacity.
• Ensure dealer aftersales operations are aligned with brand standards and capable of supporting rapid business growth and network expansion.

CRM & Customer Experience

• Lead customer relationship management strategy across the full ownership lifecycle, ensuring strong customer engagement and retention post-sale.
• Monitor and improve customer satisfaction metrics including CSI and NPS, implementing continuous improvement initiatives across the network.
• Build structured customer feedback loops to identify service gaps and drive operational improvements.

Warranty & Quality Management

• Oversee warranty policy, claims management and warranty cost control to ensure accuracy, efficiency and compliance with global standards.
• Implement governance processes to monitor warranty performance and identify potential quality trends or risks.
• Work closely with technical and product teams to address root causes and implement corrective actions.
• Establish scalable aftersales systems, processes and operational frameworks to support increasing vehicle volumes and network expansion.
• Ensure aftersales infrastructure, suppliers and operational capabilities are aligned with both local market needs and global brand expectations.
• Continuously improve operational efficiency through data-driven decision making and practical execution.

Leadership & Cross-Functional Collaboration

• Build and lead a high-performing aftersales organisation covering parts, technical support, service operations, CRM and warranty functions.
• Foster a fast-paced, practical and performance-driven culture focused on accountability, problem solving and continuous improvement.
• Work closely with Sales, Network Development, Product, Finance and global teams to ensure a seamless customer ownership experience.
• Undertake additional duties or contribute to projects related to the Company’s business operations, including providing leadership or support as reasonably required and consistent with the responsibilities of the role.