Director of Aftersales - Germany

About GAC Motor Europe

Founded in March 2024 and based in Amsterdam, GAC Motor Europe operates as part of the Guangzhou Automobile Group (GAC Group), a large multinational automotive company ranked 181st in the Global Fortune 500 with a workforce of around 100,000 employees. GAC Group's business spans research and development, vehicle manufacture, parts, energy, internationalization, commerce, transportation, and finance. The company emphasizes innovation, joint ventures, and is evolving towards a technology-driven enterprise guided by the principles of humanity, credibility, and creativity.

Role Overview

We are launching the Aftersales division in Germany and seek an experienced Director of Aftersales to establish and lead this key area. This role entails full ownership over aftersales strategy, operations, and performance, covering service, parts, customer experience, and dealer support. The role involves collaboration with local German management and the European Regional Centre to create a customer-focused, high-performing aftersales system that ensures operational excellence and sustained customer satisfaction.

Key Responsibilities

• Design and implement the comprehensive aftersales strategy for the German National Sales Company.
• Set up organizational frameworks, processes, and policies for all aftersales functions.
• Create scalable, customer-centric aftersales business models aligned with European and global standards.
• Manage complete service and parts business operations, including performance and profitability oversight.
• Ensure parts availability, optimize stock planning, logistics, and delivery efficiency.
• Oversee merchandise, accessories, and product offering management.
• Maintain service quality standards and operational excellence throughout the network.
• Implement the European GAC Charging strategy in Germany ahead of GAC's market launch, ensuring broad charging point access and package integration with vehicle sale or lease.
• Lead service network planning and expansion, onboarding and developing service partners and dealerships, and ensuring their operational readiness.
• Supervise warranty management including policies, claims processing, labor rate setting, recall campaigns, and technical field actions.
• Establish and manage technical support, including 'flying doctors', roadside assistance, and customer contact centers to deliver exceptional customer service.
• Implement aftersales IT systems integration across dealer networks.
• Define and monitor KPIs and performance dashboards, driving ongoing improvements.
• Develop and conduct training programs for internal teams and external partners, ensuring availability of specialized tools and equipment.
• Plan and execute commercial programs including marketing, customer retention, remarketing and used car strategies, courtesy car services, and overall mobility solutions to enhance the customer journey and ownership experience.

Candidate Profile

• University-level qualification in Business Administration, Engineering, Automotive Management, or related areas.
• At least 10 years of substantial experience in automotive aftersales roles.
• Demonstrated leadership in managing aftersales teams and operations.
• Strong expertise with service, parts, and customer support functions.
• Experience developing new organizations or working in fast-expanding environments is highly preferred.
• Fluency in German (native or fluent) and English is mandatory; proficiency in additional languages is advantageous.
• Excellent analytical skills and operational management proficiency.
• In-depth understanding of the automotive aftersales market and customer requirements.
• Exceptional ability in stakeholder communication and relationship management.
• Capability to balance strategic planning with practical execution.

What We Offer

• Employment with a driven and ambitious company dedicated to attracting top talent.
• Accelerated career development opportunities rare in the industry.
• Competitive compensation and an attractive bonus system based on ownership and meritocracy principles.

Additional Information

We are committed to fostering a respectful and trustworthy work environment that inspires employees to realize their potential. We take pride in our achievements and leadership, and invite you to contribute your skills to help GAC Motor become a world-class enterprise.