Service Quality Regional Manager

Organizational area: Customer Experience - Sales & Aftersales Quality

Role perimeter: Global

Location: Modena/Hybrid

Luxury, sport and style expressed through unique cars. This is Maserati’s mission and it has always pursued that mission by creating high-performance automobiles with timeless Italian style, bespoke interiors, and effortless power with a signature sound.

Maserati has been part of the Fiat Group since 2005 – now Stellantis.

Maserati produces a complete range of unique cars, immediately recognizable for their extraordinary personality. Thanks to their style, technology, and innately exclusive character, they delight the most discerning, demanding tastes and have always been a benchmark for the global automotive industry. A tradition of successful cars, each of them redefining what makes an Italian sports car in terms of design, performance, comfort, elegance, and safety, currently available in more than 70 markets internationally.

Maserati is now looking for new talents to join the #Maserati Team.

MISSION

The Service Quality Regional Manager is responsible for driving the implementation of Maserati’s Quality Strategy and methodology across the Region and its Markets, supporting the brand’s ambition to achieve industry-leading Service Quality standards. Acting as a key partner to the regional commercial and aftersales teams, this role focuses on enhancing service and sales quality, elevating customer satisfaction throughout the entire customer journey, and strengthening long-term loyalty. By enabling dealer network excellence and promoting best practices, the Service Quality Regional Manager directly contributes to improving customer retention and dealer profitability. The role plays a crucial part in ensuring the Region meets and exceeds Maserati’s Service Quality targets.

RESPONSIBILITIES AND DUTIES

• Lead the implementation of the Maserati Service Quality Strategy across the Region, building a tailored architecture in line with corporate guidelines.
• Monitor customer survey results, perform in-depth analyses, and support the Region in identifying improvement areas while developing targeted action plans to close performance gaps.
• Define and track KPIs in partnership with the Region, ensuring the deployment of corrective actions to drive continuous improvement in service quality.
• Ensure effective execution and follow-up of action plans by regional and market teams, guaranteeing sustainable improvements and achievement of Service Quality targets.
• Oversee dealer network performance through regular KPI reviews, conducting dealer visits at underperforming or high-priority locations when necessary, and escalating critical cases to the Regional Team, CCO, and Head of Quality as needed.
• Facilitate regular governance with the Region (e.g., Monthly Service Quality Meetings, Yearly Roadmap sessions, Operating Standards reviews) in collaboration with Sales and Aftersales Managers to assess performance and action plan effectiveness.
• Engage key Maserati business lines (Commercial, Aftersales, Network Development, Training, CRM, etc.) to support the implementation and monitoring of the Customer Experience (CX) Roadmap.
• Contribute to the definition and validation of Commercial Policies related to Service Quality, ensuring consistent application across the dealer network.
• Ensure compliance with Sales, Aftersales, and Quality guidelines to guarantee data integrity and reliability.
• Drive the deployment and assessment of Maserati Operating Standards within the dealer network, ensuring action plans are followed up by field teams to close identified gaps.
• Identify and share best practices through internal and external benchmarking to foster a culture of continuous improvement in Service Quality.

REQUIREMENTS

• Minimum of 8 years of experience in the automotive industry, related sectors, or within a service quality role.
• Solid understanding of dealership operations and dealer network dynamics.
• Familiarity with both Sales and Aftersales business environments and processes.
• Working knowledge of PDCA (Plan-Do-Check-Act) continuous improvement methodology.
• Excellent knowledge of English (both written and spoken) is essential for effective communication across the Region and with international stakeholders.
• Strong customer-centric mindset, focused on delivering excellent service and satisfaction.
• Performance-driven and result-oriented approach, with a focus on continuous improvement.
• Sharp analytical and problem-solving skills with the ability to synthesize complex information.
• Strong influencing skills and ability to foster cooperation across functions and teams.
• Ability to build effective relationships and drive cross-functional collaboration.

OUR RECRUITMENT PROCESS

As a first step, your CV will go through our screening: feel free to customize it to express who you are and to tell us about your most relevant experiences and characteristics.

In case your profile is aligned to the position, the Talent Acquisition team will get in touch with you for a first call where we will know each other; you will tell us something more about yourself and your interest in Maserati, while we will be available to answer your questions.

The selected profiles will meet the HR Business Partner and the Hiring Manager.

Please note that we don’t accept Email-Applications!

WHAT WE OFFER

Being part of the Maserati will give you the chance to work within an international work environment, leading and contributing to different projects in cooperation with cross-region teams. You’ll be able to work remotely and by a flexible schedule, while benefiting from dedicated welfare programs and continuous learning and development opportunities - we make an extensive range of internally and externally run courses available for all our employees. Benefits will be discussed with you by your recruiter during the hiring process.

DIVERSITY & INCLUSION

At Maserati, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability.

Diverse teams will allow us to better meet the evolving needs of our customers and care for our future. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.