Global Head of Aftersales

Cornerstone Global Partners (CGP Group); España; Hybrid; EUR 250,000 - 450,000; Full time

Job summary

Cornerstone Global Partners (CGP Group) is seeking a Global Head of Aftersales to lead the strategy and operations of a major automotive client with a global footprint. Reporting to the Global CEO, you will shape service, parts, and lifecycle value across regions, driving revenue growth and customer satisfaction.

You will build a scalable operating model, align regional leaders, and partner with Sales, Product, and Supply Chain to transform aftersales into a strategic growth engine with

Qualifications

• Significant senior leadership experience in global aftersales, service operations, or aftermarket business.
• Proven track record driving revenue growth, profitability, and customer satisfaction.
• Experience leading multi-country operations and collaborating with distributors, dealers, or partners.
• Experience reporting to CEO or executive leadership.

Responsibilities

• Define and implement the global aftersales strategy aligned with growth plans.
• Lead service delivery models, warranty processes, and customer experience improvements.
• Drive revenue, profitability, and recurring revenue across services and parts.
• Develop global spare parts strategy, inventory planning, and pricing policies.
• Build and manage a global service network with partners and distributors.

Skills

Global leadership experience

Aftersales operations

Automotive industry knowledge

Revenue growth focus

Multi-country leadership

CEO reporting experience

Data analytics / KPIs

Job description

Reporting to: Global Chief Executive Officer (CEO)

Scope: Global

About the Company

Our client is a globally leading automotive company with more than 10,000 employees worldwide and a strong international presence. As the business continues to expand its global footprint and strengthen its customer value proposition, the company is looking to further develop its global aftersales capabilities, enhance service excellence, and drive sustainable growth across its international markets.

About the Role

We are seeking an accomplished and commercially driven Global Head of Aftersales to lead the company's global aftersales strategy and operations.

Reporting directly to the Global CEO, this executive will be responsible for developing and executing the global aftersales strategy, driving revenue and profitability growth, strengthening the service and spare parts business, and enhancing customer satisfaction throughout the product lifecycle.

The role will oversee the development of a scalable global aftersales operating model, ensuring consistency in service quality while adapting to regional market requirements. Working closely with regional leaders, sales, product development, supply chain, and other key functions, the successful candidate will transform aftersales into a strategic driver of customer loyalty, recurring revenue, and long-term business value.

Key Responsibilities

1. Global Aftersales Strategy & Leadership

• Define and implement the global aftersales strategy in alignment with the company's overall business objectives and long-term growth plans.
• Establish a clear global vision, operating framework, and performance standards for aftersales activities across international markets.
• Identify opportunities to expand the aftersales business, strengthen market coverage, and improve service capabilities.
• Develop scalable processes and best practices to ensure consistent service quality and operational excellence across regions.
• Advise the Global CEO and senior leadership team on aftersales strategy, business performance, and investment priorities.

2. Aftersales Business Growth & Profitability

• Drive global aftersales revenue, profitability, and sustainable growth across service, spare parts, maintenance, repair, and related offerings.
• Develop strategies to increase service penetration, parts sales, customer retention, and recurring revenue throughout the product lifecycle.
• Identify new business opportunities, including service packages, extended warranties, technical support, and value-added services, where relevant to the company's portfolio.
• Establish commercial policies, pricing strategies, and performance targets to optimise margins and strengthen competitiveness.
• Work with regional commercial teams to identify growth opportunities and improve aftersales market share.

3. Service Operations & Customer Experience

• Lead the development and continuous improvement of global service delivery models, technical support capabilities, and customer service standards.
• Enhance customer satisfaction, service responsiveness, product reliability feedback, and issue resolution across the global installed base.
• Establish effective processes for warranty management, technical escalations, field service, and product quality feedback.
• Partner with product development and quality teams to translate customer and service insights into product improvements.
• Drive initiatives to improve customer loyalty, service efficiency, and the overall ownership experience.

4. Spare Parts & Supply Chain Management

• Develop a global spare parts strategy covering availability, distribution, inventory management, pricing, and fulfilment.
• Improve spare parts forecasting, inventory efficiency, order fulfilment, and service-level performance.
• Strengthen coordination between aftersales, manufacturing, logistics, procurement, and regional distribution networks.
• Identify opportunities to optimise the global parts network, reduce operating costs, and improve service responsiveness.
• Establish clear performance indicators for parts availability, delivery lead times, inventory turnover, and service profitability.

5. Global Service Network & Partner Development

• Build and strengthen the global aftersales service network, including authorised dealers, distributors, service partners, and technical centres, as applicable.
• Develop partner selection criteria, service standards, capability requirements, and performance management frameworks.
• Improve partner productivity, technical competence, commercial performance, and customer service delivery.
• Identify opportunities to expand service coverage in strategic markets and strengthen relationships with key customers and partners.
• Lead the development of training programmes and technical support resources to ensure consistent global service capabilities.
• Drive digital transformation across aftersales processes, systems, and customer touchpoints.
• Explore opportunities in connected services, predictive maintenance, remote diagnostics, digital service platforms, and data-driven service optimisation, where relevant to the product portfolio.
• Improve visibility into installed-base performance, service demand, warranty costs, and customer behaviour through data analytics.
• Introduce scalable tools and processes to improve service productivity, operational transparency, and customer engagement.
• Monitor industry developments and emerging service business models to identify opportunities for differentiation and growth.

7. Global Leadership & Performance Management

• Lead and develop global aftersales teams and collaborate with regional leadership to ensure alignment with corporate priorities.
• Establish global KPIs, budgets, business plans, and performance review mechanisms to drive accountability and continuous improvement.
• Partner closely with Sales, Operations, Product Development, Quality, Finance, Supply Chain, and other functions.
• Lead organisational development and capability-building initiatives to support the evolution of the global aftersales business.
• Foster a customer-centric, commercially accountable, and performance-driven culture across the organisation.

Candidate Profile

Experience & Qualifications

• Significant senior leadership experience in global aftersales, service operations, spare parts, customer support, or aftermarket business management.
• Demonstrated success in developing and executing global or regional aftersales strategies within an international organisation.
• Proven track record of driving aftersales revenue growth, profitability improvement, service performance, and customer satisfaction.
• Strong experience in automotive, commercial vehicles, automotive components, industrial equipment, machinery, or other technically complex product businesses.
• Solid understanding of aftermarket business models, service networks, spare parts management, warranty processes, and lifecycle customer value.
• Experience managing multi-country operations and working with distributors, dealers, service partners, or regional business leaders.
• Previous experience reporting to a CEO, executive committee, or equivalent senior leadership team would be an advantage.

Leadership & Business Capabilities

• Strong commercial acumen with a clear understanding of aftersales P&L, pricing, margins, and recurring revenue opportunities.
• Strategic mindset combined with hands‑on operational execution capabilities.
• Excellent leadership, stakeholder management, negotiation, and cross-cultural communication skills.
• Strong analytical capabilities and experience using KPIs to improve business performance.
• Ability to drive organisational change, build scalable processes, and improve operational efficiency across multiple markets.
• Customer-oriented, entrepreneurial, and results-driven leadership style.

What the Role Offers

• A senior global leadership position reporting directly to the Global CEO.
• The opportunity to shape and transform the company's global aftersales business.
• Direct influence over global service strategy, commercial growth, customer experience, and operational performance.
• Broad collaboration with the global executive team and regional business leaders.
• A Europe-based role with flexibility on location and openness to relocation for the right candidate.