Reports to: National Aftersales Commercial Manager
FUNCTION
Regional Aftersales Manager is responsible for overseeing and improving aftersales performance across a defined geographic dealer network on behalf of the OEM.
MINIMUM QUALIFICATIONS:
● Grade 12 (Matric) with a relevant Automotive, Technical or Business-related Diploma
● Demonstrated success in aftersales leadership roles within an OEM or franchised dealer environment
● Proven experience managing regional or national dealer networks and influencing senior dealership leadership
SKILLS AND EXPERIENCE
● Minimum of 5 years in a similar position
● Strong track record of delivering aftersales revenue growth across parts, accessories, lubrication, service labour, and extended services
● Proven ability to analyse dealer financial performance and implement profitability improvement initiatives
● Sound understanding of workshop and parts operations, inventory management, and customer satisfaction drivers
● Experience translating strategy into executable field action plans across independent dealer environments
● Strong commercial and financial acumen, with the ability to interpret dealer performance data and P&L drivers
● Advanced analytical skills, with experience using OEM systems, dashboards and performance scorecards
● Excellent communication, negotiation and stakeholder management skills
● Ability to lead change, manage resistance, and drive alignment without direct authority
● High levels of self-management, resilience and adaptability in a dynamic, performance-driven environment
● Proficient in MS Office, particularly Excel and PowerPoint
● Willingness to travel extensively within the region, including inter-provincial and cross-border travel, and to work extended hours when required
KEY DUTIES AND RESPONSIBILITIES:
Aftersales Strategy Execution & Revenue Growth
● Own and drive regional execution of the OEM aftersales strategy, ensuring alignment with national business objectives
● Deliver regional aftersales revenue performance across parts, accessories, lubrication, labour and extended services, with accountability for budget achievement
● Establish and manage dealer aftersales targets, translating objectives into dealer-specific action plans
● Identify revenue and profit gaps through data analysis and implement corrective initiatives to improve gross margin, inventory turns, and return on capital
Dealer Performance Management & Profitability
● Lead structured dealer performance reviews using financial, operational and customer data to assess short-, medium- and long-term performance
● Analyse dealer profitability drivers and provide commercial guidance to improve workshop utilisation, labour efficiency, parts availability, and stock management
● Support dealers in the development and execution of aftersales business and marketing plans tailored to their local market conditions
● Actively monitor aged inventory, stock planning, and parts availability to reduce VOR, improve service levels, and enhance customer satisfaction
Standards, Compliance & Brand Representation
● Ensure full compliance with OEM aftersales operating standards, systems and minimum franchise requirements
● Conduct regular dealer audits and inspections covering workshops, parts warehouses, processes and corporate identity
● Drive consistent application of aftersales procedures and initiatives that support a strong and differentiated brand experience
● Ensure the OEM’s corporate image and brand values are accurately represented and upheld across the dealer network
Customer Experience & CSI Ownership
● Champion a proactive, customer-centric culture across the region, ensuring the aftersales customer journey aligns with OEM brand expectations
● Drive dealer participation and accountability in customer satisfaction programmes, using CSI and VOC data to identify root causes and prevent repeat issues
● Manage escalated customer cases where dealer intervention is insufficient, ensuring fair, timely, and effective resolution
● Reduce workshop lead times and work-in-progress levels through improved planning, process discipline, and operational focus
Capability Development & Change Leadership
● Identify dealer capability gaps and support the development of targeted training and improvement plans aligned to OEM policies
● Drive adoption of OEM tools, systems, and optimisation programmes across the region
● Lead change initiatives within the dealer network, influencing alignment to OEM strategy and managing operational and behavioural resistance
● Promote continuous improvement and best-practice sharing across the dealer network
Data, Reporting & Governance
● Leverage OEM reporting platforms and dashboards to monitor dealer performance, identify trends, predict risk, and drive data-led decisions
● Compile and present regional aftersales performance reports, including financial results, KPIs, compliance status, and action plans
● Ensure timely follow-up on dealer commitments, queries, and corrective actions
● Participate in internal OEM forums and contribute to national aftersales planning and performance reviews
Measures of Success (Indicative)
● Achievement of regional aftersales revenue and profitability targets
● Improvement in VIN retention, workshop utilisation, and dealer ROS
● Reduction in aged inventory and VOR due to parts availability
● CSI improvement and reduction in escalated customer complaints
● Dealer compliance audit outcomes and successful programme adoption
CVs to be emailed to careers@gwm.co.za
Closing date: 30 September 2026
