Senior Vice President - Aftersales

About the role

The Senior Vice President – Aftersales will shape and execute the national aftersales strategy, aligning service operations with brand positioning and corporate growth objectives. Reporting to senior leadership, this role drives service revenue, customer experience and ensures consistent OEM‑aligned quality across the dealer network.

Key responsibilities

• Define and implement the national service strategy in line with brand and growth targets.
• Align service infrastructure with long‑term business needs, including capacity planning, resource allocation and technology adoption.
• Lead initiatives to improve Net Promoter Score (NPS) and other customer experience KPIs.
• Develop and execute national service revenue growth plans through strategic projects.
• Ensure uniform implementation of OEM‑aligned service quality, operational and technical standards across all service centres.
• Mentor regional service heads and dealership service managers, fostering high‑performance teams.
• Oversee service and technical operations to achieve productivity, turnaround time, first‑time‑fix and revenue targets.
• Manage workshop capacity, technician utilisation and process flow improvements.
• Prepare the annual service department budget and control costs across all operations.
• Build, lead and motivate a national service team, identifying training needs and developing internal talent.
• Plan, develop and monitor the service network to meet brand strategy and customer demand, conducting regular compliance assessments.

Required profile

• Extensive senior leadership experience in aftersales or service operations within a national network.
• Proven track record of developing and executing service strategies that drive revenue and customer satisfaction.
• Strong financial acumen with experience managing large budgets and cost‑control initiatives.
• Demonstrated ability to lead cross‑functional teams and mentor senior managers.
• Excellent stakeholder management skills, including partnership with OEM counterparts.

Required skills