Aftersales Operation & Quality Manager - Jeep and Alfa Romeo

Job Purpose

Lead and optimize aftersales operations to drive profitability, operational efficiency, and customer satisfaction, while ensuring full compliance with OEM standards and company policies.

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Responsibilities

• Define and implement operational objectives aligned with overall business strategy.
• Monitor and analyze key performance indicators (KPIs) including sales, productivity, efficiency, inventory, and profitability.
• Ensure effective resource allocation and optimize workflow planning across aftersales functions.
• Identify and drive revenue growth opportunities (e.g., accessories, service contracts, campaigns).
• Foster strong collaboration between Service, Parts, and Warranty teams to ensure seamless operations.
• Lead internal audits across Sales and Aftersales to ensure compliance and performance standards.
• Ensure full adherence to OEM standards and operational guidelines.
• Own and drive Net Promoter Score (NPS) improvement initiatives.
• Manage customer complaints through structured root cause analysis (RCA) and implement corrective actions.
• Coordinate with OEM (Stellantis) on quality reporting and performance reviews.
• Drive continuous improvement initiatives across processes and customer experience.
• Act as the escalation point for critical operational and customer issues.
• Bachelor’s degree in mechanical engineering or a related field.
• MBA is a strong advantage.
• 8–12 years of experience in aftersales operations, with a proven managerial background.