Reports to: Aftersales Director
Function:
Aftersales – Revenue, profitability and customer satisfaction
Purpose Of Position:
Lead and grow the national aftersales business—covering parts, accessories, service, repair, warranties, and customer programs—by setting and executing commercial strategy, optimising dealer network performance, and driving sustainable revenue, profit, and customer satisfaction.
Minimum Qualifications:
● National Diploma or Bachelor’s degree in Business, Commerce, Supply Chain, Engineering, or related field.
● Preferred: Postgraduate qualification (MBA/Executive Education) and/or certifications in commercial management, pricing, or service operations.
Skills And Experience:
● 8–12+ years relevant experience in aftersales/service/parts within automotive industry.
● Proven P&L ownership and delivery of revenue, margin, and cost targets in an aftersales environment.
● Strong commercial acumen: pricing, discounting, promotions, portfolio management, and contract/warranty economics.
● Demonstrable dealer network management or channel management experience (standards, scorecards, audits, action plans).
● Data‑driven leadership: forecasting, KPI dashboards, mix/margin analysis, inventory and fill‑rate optimisation, market sizing.
● Experience with customer satisfaction programs (CSI/NPS) and recovery/retention initiatives (service plans, maintenance packages, loyalty).
● Solid grasp of warranty policies, technical campaigns/recalls, field fixes, and quality cost containment.
● Leadership & Communication: builds high‑performing teams; excellent negotiation and stakeholder management.
Key Duties And Responsibilities:
Aftersales Business Planning
● Focusing on the drivers of performance reporting of achievement to targets
● Implementation and monitoring of B2B strategy within the Aftersales business unit and dealerships
● Reporting on Aftersales KPIs including:
○ Parts purchases to target
○ Accessory purchases related to new vehicles retailed
● Monitor action plans implemented at dealerships to ensure actions are implemented/monitored by field force
● Implement, monitor and report quarterly incentive programme within dealer network
● Assist with dealer parts targeting. Ensure dealer participation in Aftersales Commercial Policy
Aftersales Business Analytics, Marketing, Accessories & Pricing Business Units
● Planning and implementation of marketing strategies to both internal and external customers to increase workshop throughput, parts sales, customer retention and loyalty
● Design and implement quarterly campaigns
● Manage and lead the team implementing accessory action plans and policies to increase accessory sales
● Lead and manage aftersales and dealer analytics
Management and Providing Leadership to Aftersales Business Managers
● Focusing on the drivers of performance in all aspects of the dealership
● Facilitate the improvement of relationships with dealerships and encouraging cross-departmental working throughout the network and OEM
● Apply global best practice as a basis for performance discussions in all departments
● Apply systems such as Lightstone, DealerView and GDMC to monitor and manage related KPIs and dealer operations
● Capture and progress SMART actions through constant intervention in the network
● Agreeing on objectives and targets with respective dealership management
● Coaching and supporting dealership management team and reporting staff
● Ensuring CI and facility standards are adhered to
● Launch and implement all global and local aftersales campaigns, programmes and initiatives
● Drive the Accessories sales performance
● Drive Aftersales KPIs including:
○ Parts purchases to target
○ Accessory purchases related to new vehicles retailed
○ Overall dealer profitability
○ Financial measurement and best practice implementation to ensure optimal performance related to industry benchmarks
○ Workshop indicator management such as efficiency, productivity and utilisation
● Monitoring and management of customer satisfaction by means of in-dealership training
● Soft-skill training and monitoring of related staff in dealership
● Involvement in dealership aftersales department staff procurement process
● Monitoring and management of dealership stocking levels in aftersales department
● Managing of dealership VOR reports and ageing
● Managing dealer accounts to ensure optimal stocking levels are adhered to
● Assisting network to optimise business opportunities by increasing wholesale business
Team Management
● Manage the Aftersales Commercial Team
● Team Commitment:
○ Develop and maintain a comprehensive overview of business processes across business unit
○ Initiate and participate in continuous improvement activities
○ Demonstrate role model behaviour promoting company values
○ Provide cross-functional and own business unit mentorship
○ Identify potential B-BBEE opportunities
○ Drive B-BBEE initiatives and activities
● Leadership:
○ Ensure an optimum team is appointed and productively engaged
○ Recruit competent members with development potential
○ Provide development input and opportunities
○ Provide leadership and motivating environment
○ Encourage, review and recognise performance
● Any other ad hoc tasks or projects required from time to time
CVs to be emailed to careers@gwm.co.za
Closing date: 30 April 2026
