Australia-based Aftersales Leader | Growth & Customer Experience

Geely Auto; Brisbane; On-site; AUD 180,000 - 250,000; Full time

Job summary

Geely Auto is seeking a senior aftersales leader in Australia to design and drive a national aftersales strategy across parts, service, CRM and warranty. You will lead a high‑performing team, align with global standards, and partner with dealers to accelerate growth while ensuring brand excellence.

You will oversee technical support, training, warranty management and service operations, building an enduring, scalable aftersales platform for a growing network.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• * Please note this is a 2 years fix-term position, with strong potential to transition to permanent employment, subject to business needs and individual performance.

Job description

Geely Auto is seeking a senior aftersales leader in Australia to design and drive a national aftersales strategy across parts, service, CRM and warranty. You will lead a high‑performing team, align with global standards, and partner with dealers to accelerate growth while ensuring brand excellence.

You will oversee technical support, training, warranty management and service operations, building an enduring, scalable aftersales platform for a growing network.