General Manager Aftersales

Snowy River Caravans; Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Scheduled RDO program

Employee Assistance Program [Sonda]

Diverse and friendly working environ..

Free on-site parking

Job summary

Snowy River Caravans is seeking an experienced Aftersales - General Manager to join the senior management team and lead the national Aftersales function. Reporting to the CEO, this role covers Aftersales, Service, Warranty, Vehicle Compliance and Customer Experience, ensuring a professional and consistent support lifecycle for customers and dealers.

You will shape and deliver the national Aftersales strategy, build a high-performing team, and drive customer satisfaction, operational excellence,

Qualifications

• Senior leadership experience in Aftersales, automotive, caravan/RV, manufacturing or related field.
• Experience managing Warranty, Service and/or Customer Experience functions with commercial accountability.
• Ability to build relationships with dealers, suppliers and stakeholders and communicate at executive level.

Responsibilities

• Develop and implement national Aftersales strategy aligned with business objectives.
• Lead Warranty, Service, Customer Support and Vehicle Compliance functions.
• Establish performance standards, KPIs and accountability across Aftersales.
• Lead, coach and develop managers and team members.
• Oversee warranty claims, expenditure, approvals and supplier recovery.
• Drive high standards of customer service and manage escalations.
• Build relationships across the national dealer network.
• Monitor Aftersales performance and service capability.
• Lead vehicle compliance matters and field campaigns.
• Analyse warranty, service and customer data to identify issues.
• Partner with Production, Engineering, Quality and Purchasing to drive product improvements.
• Manage Aftersales budgets, forecasts and financial controls.

Skills

Leadership

Aftersales management

Customer experience

Warranty management

Dealership network

Job description

• Senior management role reporting directly to the CEO
• Lead national Aftersales, Service, Warranty & Customer Experience
• Drive dealer performance, customer satisfaction and continuous improvements

Our Company:

At Snowy River Caravans, we pride ourselves on delivering an unforgettable experience to our customer through the prestigious products and exceptional quality we offer. Being a part of a global company, we are experiencing a substantial level of rapid growth as we embark on this journey to become a top leader in the industry. From humble beginnings, we have built a strong and passionate team that supports us in the planning for future development.

We now seek an experienced and commercially focused Aftersales - General Manager to join our senior management team and lead the national Aftersales function.

Reporting directly to the CEO, this pivotal leadership role is responsible for Aftersales, Service, Warranty, Vehicle Compliance and Customer Experience, ensuring customers and the dealer network receive a professional, responsive and consistent level of support throughout the ownership lifecycle.

The Opportunity

This is a highly influential position with responsibility for shaping and delivering the national Aftersales strategy while building a high-performing team focused on customer satisfaction, operational excellence, commercial performance and continuous improvement.

You will work closely with Production, Quality, Engineering, Sales, Purchasing and the Dealer Network to identify recurring product and service issues, improve customer outcomes and reduce warranty and service costs.

Key Responsibilities

• Develop and implement the national Aftersales strategy aligned with business objectives
• Lead Warranty, Service, Customer Support and Vehicle Compliance functions.
• Establish performance standards, KPIs and accountability across the Aftersales team
• Lead, coach and develop managers and team members
• Oversee warranty claims, expenditure, approvals and supplier recovery
• Drive high standards of customer service and manage significant escalations.
• Build strong relationships across the national dealer network
• Monitor dealer Aftersales performance and service capability
• Lead vehicle compliance matters, corrective action programs and field campaigns
• Analyse warranty, service and customer data to identify recurring product issues.
• Partner with Production, Engineering, Quality and Purchasing to drive product improvements
• Manage Aftersales budgets, forecasts, financial controls and commercial performance
• Provide executive reporting on performance, risks, trends and recommended actions

About You

You will be an established senior leader with significant experience in Aftersales, automotive, caravan/RV, manufacturing, service or a related industry.

You will bring demonstrated experience managing Warranty, Service and/or Customer Experience functions, together with a strong understanding of dealer network operations. Experience leading multidisciplinary teams, managing complex customer escalations and operating with strong commercial and financial accountability will be essential.

You will also have the ability to build effective relationships with dealers, suppliers and internal stakeholders, communicate confidently at executive level and operate effectively within a rapidly changing and growing organisation.

You will be rewarded with:

• Scheduled RDO program
• Employee Assistance Program [Sonda]
• Diverse and friendly working environment where you will be treated with dignity, courtesy and respect
• Free on-site parking

The above position is open only to applicants who have a current right to work in Australia. Applicants who do not have a current right to work In Australia will unfortunately not be considered and are respectfully asked not to apply.

At Snowy River Caravans we are committed to fostering diversity, inclusion, and equity. While our journey is ongoing, our shared goal is to create an environment where every individual is respected and valued. We are a community that recognises the strength of diversity.