Aftersales Business Manager

DFL; Englewood Cliffs (NJ); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking an Aftersales Business Manager to join their dynamic team. This role is pivotal in enhancing dealer operations and ensuring customer satisfaction through expert guidance and support. You will be responsible for monitoring dealer compliance, developing strategic initiatives, and leading training efforts. The ideal candidate will have a strong automotive background, excellent analytical skills, and a passion for customer service. Join a company renowned for its commitment to excellence and innovation in the automotive sector!

Qualifications

• Over 5 years of experience in aftersales and dealer management.
• Strong understanding of dealership operations and financial reports.

Responsibilities

• Visit dealer networks to ensure compliance with aftersales policies.
• Develop operational improvement recommendations for Parts Sales and Customer Relations.

Skills

Customer Relations

Multitasking

Financial Analysis

Technical Skills

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Job Description: Ferrari has a distinguished track record in Formula One and GT production cars, with record business results and recognition as one of the world's most powerful brands. Working with Ferrari means engaging with engineering excellence and innovation at the highest level. Ferrari is an international team committed to professionalism, dedication, performance, meritocracy, continuous development, and innovation.

To strengthen our Aftersales team, we are hiring an Aftersales Business Manager based in Englewood Cliffs, NJ.

This role involves providing Ferrari dealers with expertise in all aspects of field operations, coordinating activities related to administrative support, technical services, parts support, and ensuring customer satisfaction.

Main Responsibilities:

• Regularly visit dealer networks to ensure compliance with Ferrari's aftersales policies and operations.
• Act as Factory Representative for assigned Ferrari Dealerships, assisting and liaising with them.
• Implement and manage Parts and Aftersales programs, policies, and procedures, ensuring adherence to Factory standards and objectives.
• Monitor, advise, and train dealer aftersales personnel on all related activities.
• Develop operational improvement recommendations in areas such as Parts Sales, Inventory Control, Service Training, Warranty Administration, Customer Relations, and Factory programs.
• Prepare and deliver structured presentations for reviews, including annual Service Manager and Factory meetings.
• Create marketing tools and activities to support dealers and aftersales operations.
• Supervise all Aftersales KPIs and objectives.
• Manage network performance to ensure standards compliance.
• Develop recovery plans for non-compliant dealers, respecting deadlines, and implementing corrective actions.
• Assist the Vice President of Aftersales with strategic initiatives.
• Provide backup support to Area Managers during dealer visits.
• Lead Master Plan projects to ensure dealer compliance with standards.
• Analyze competitors’ performance to establish benchmarks.
• Oversee dealer assessment projects such as Mystery Calls, Data Analysis, CSI, Retention, and Best Practices.
• Support customer service initiatives, including Roadside Assistance performance and cost management.
• Assist in developing dealer training curricula.
• Participate in the Challenge series championship as needed.

Qualifications:

Bachelor’s degree with over 5 years of relevant experience in aftersales, dealer management, and analysis. Automotive technical background with extensive electronic skills. Strong understanding of dealership financial reports, Lemon Law, product liability, and dealership operations. Excellent customer relations skills, knowledge of Parts and Warranty procedures, and the ability to multitask in a dynamic environment. Must demonstrate a strong work ethic and integrity. Proficiency in Microsoft Office is required.

We are an Equal Opportunity Employer. Reasonable accommodations are available for individuals with disabilities to perform essential duties.