Head of Aftersales- UK PC

BYD Europe; Uxbridge; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading electric vehicle company is seeking an experienced Head of Aftersales to enhance customer satisfaction and drive growth in the aftersales business. Responsibilities include developing strategies, managing retailer networks, and overseeing operations. The ideal candidate will have a strong automotive background with proven success in aftersales operations. This role is based in Uxbridge, UK.

Qualifications

• Minimum 8 years of experience in automotive aftersales (OEM)
• At least 5 years in a senior management role
• Proven track record in UK market aftersales strategies

Responsibilities

• Develop and implement aftersales strategies aligned with company goals
• Manage and grow the retailer network ensuring high service standards
• Drive improvement in customer satisfaction metrics

Skills

Leadership

Customer satisfaction improvement

Data analysis

Problem-solving

Communication

Education

Bachelor's or master's degree in Business or Engineering

Tools

CRM systems

Job description

About the role

BYD UK is seeking a dynamic and experienced Head of Aftersales to join our passenger car team at BYD UK. The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, improve service quality, and drive growth in our aftersales business.

Main responsibilities:

• Develop and implement comprehensive aftersales strategies aligned with BYD's global vision and UK market needs.
• Lead the development and implementation of UK-specific passenger car aftersales policies and procedures.
• Establish, manage, and grow the BYD retailer network in the UK, ensuring high standards of service and customer satisfaction.
• Oversee and develop the trade parts business, including strategy, pricing, and distribution.
• Establish and manage BYD's body shop network and policies in the UK.
• Lead and develop a team of area managers responsible for different aspects of aftersales operations (e.g., service, parts, warranty).
• Manage the warranty team, developing processes and policies to ensure efficient claim handling and cost control.
• Oversee all aspects of aftersales operations, including service, parts, and customer support.
• Drive continuous improvement in customer satisfaction metrics and aftersales performance indicators.
• Collaborate with other departments (Sales, Marketing, Product) to ensure seamless customer experience.
• Analyze market trends and competitor activities to identify growth opportunities.
• Develop and manage budgets for the aftersales department.
• Ensure compliance with UK regulations and BYD global standards.
• Implement and oversee training programs for technicians, service staff, and retailer personnel.
• Establish and maintain strong relationships with retailers, fleet customers, and other key stakeholders.

Ideal candidate profile:

• Bachelor's or master's degree in Business, Engineering, or related field.
• Minimum 8 years of experience in automotive aftersales (OEM), with at least 5 years in a senior management role.
• Proven track record in developing and implementing successful aftersales strategies in the UK market.
• Strong understanding of the UK automotive market, particularly in electric vehicles.
• Experience in managing and developing retailer networks and trade parts businesses.
• Knowledge of body shop operations and management.
• Excellent leadership and team management skills, with experience in managing diverse teams.
• Outstanding communication and interpersonal skills.
• Analytical mindset with strong problem-solving abilities.
• Proficiency in data analysis and financial management.
• Experience with CRM systems and digital tools for aftersales management.

About BYD UK

BYD UK is the UK distributor of BYD Company Ltd, a China-based company and a global leader in green energy technologies. BYD UK offers a range of electric vehicles, including all-electric cars, buses, and forklift trucks.

About BYD Group

Established in February 1995, BYD Group is a leading high-tech company focused on innovation in automobiles, rail transit, renewable energy, and electronics. With over 40 subsidiaries and 700,000 employees worldwide in over 400 cities across 79 countries, BYD actively drives the implementation of zero-emission and emission reduction solutions. In 2023, BYD Auto sold 3.02 million NEV (BEV+PHEV) globally, maintaining its position as the world leader in NEV sales. BYD Group values innovation, pragmatism, passion, and competition, contributing to sustainable development through technological empowerment in renewable energy and related fields.