Aftersales Manager (UK Brand)

Executive Recruiters; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading recruitment firm is seeking an Aftersales Manager to oversee all aspects of aftersales functions in Kuala Lumpur. This role requires a professional with 5–7 years of experience in luxury automotive service management, strong leadership skills, and the ability to enhance customer satisfaction. Key responsibilities include managing service and parts departments while ensuring compliance to operational standards. The ideal candidate is fluent in English and has a background in Automotive Technology or Business Administration.

Qualifications

• 5–7 years in luxury automotive aftersales or service management.
• Experience managing multi-disciplinary teams.
• Understanding of luxury customer expectations.

Responsibilities

• Oversee aftersales functions: service, parts, and customer care.
• Drive customer satisfaction and loyalty initiatives.
• Ensure compliance with operational standards and local regulations.

Skills

Leadership

Customer service excellence

Communication

Conflict resolution

Commercial acumen

Education

Bachelor’s degree in Automotive Technology, Business Administration, or related field

Tools

Dealer management systems (DMS)

CRM tools (e.g., CDK, Kerridge)

Job description

Full time

6mo ago , from Executive Recruiters Malaysia

The Aftersales Manager is responsible for overseeing all aspects of the aftersales function, including service, parts, customer care, and warranty administration. This role demands a strong leader who can blend technical understanding with luxury service standards to ensure client satisfaction, team performance, and business growth.

Customer Experience & Retention

• Ensure all customers receive a seamless, premium aftersales experience consistent with the brand values.
• Manage and resolve escalated customer concerns with professionalism and empathy.
• Drive initiatives to enhance service satisfaction scores and customer loyalty.
• Oversee the daily performance of the service workshop and parts department.
• Ensure optimal scheduling, resource allocation, and workshop productivity.
• Monitor service KPIs including turnaround time, first‑time fix rate, and revenue targets.
• Lead, train, and motivate a high‑performing team of service advisors, technicians, and parts specialists.
• Foster a culture of precision, service excellence, and attention to detail.
• Conduct regular performance reviews and implement staff development plans.

Business Development & Revenue Growth

• Identify and implement upselling opportunities including service packages, accessories, and extended warranties.
• Collaborate with marketing to plan and execute aftersales campaigns and client engagement events.
• Work closely with the sales team to ensure a cohesive ownership journey for clients.

Compliance & Reporting

• Ensure strict adherence to the operational standards, warranty guidelines, and local regulations.
• Manage warranty claim processes and liaise with automotive company on technical and policy matters.
• Generate and present performance and financial reports to senior management.

Requirements

• Minimum 5–7 years of experience in a premium/luxury automotive aftersales or service management role.
• Proven leadership skills and experience managing multidisciplinary teams.
• Deep understanding of luxury customer expectations and vehicle technologies.
• Strong commercial acumen and ability to manage budgets, targets, and KPIs.
• Excellent communication, negotiation, and conflict‑resolution skills.
• Familiarity with dealer management systems (DMS) and CRM tools (e.g., CDK, Kerridge).
• Bachelor’s degree in Automotive Technology, Business Administration, or related field preferred.
• Fluency in English; additional languages are advantageous.

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