Head of After-Sales

JOB OVERVIEWThe Head of After-Sales owns the after-sales business of G Prime Automotive across all brands and locations, covering service, repair, body shop, parts, warranty and accessories. The role carries full profit and loss accountability for the function and sets the after-sales strategy, standards and operating model. The role oversees service, repair, body shop, warranty and parts activity however it is delivered, whether through the company's own facilities, external service partners or a combination of both, and ensures every customer receives service that meets the standard of the brand. The job holder sets after-sales standards and service levels, owns the financial performance of the function, acts as the final point of escalation for customers, and leads the after-sales team. The role owns the ownership experience for every customer beyond delivery, is the final point of escalation for the business, and builds the after-sales organization as the vehicle parc and network grow.KEY DUTIES & RESPONSIBILITIESProactive & Non-Showroom SalesStrategy & Operating ModelDefine the after-sales strategy across all brands and locations, aligned to the vehicle sales plan, network growth and the expected vehicle parc.Build the business case for moving after-sales in-house and lead the transition, covering facility, equipment, systems, licensing, parts investment and manpower requirements.Maintain an operating model that works under both outsourced and in-house delivery, so that standards, systems, data and customer experience remain consistent through the transition.Plan after-sales capacity and network coverage ahead of demand, including new locations and geographic expansion.Commercial Performance & Profit and LossOwn the after-sales profit and loss, including revenue, margin, cost base and headcount, and deliver the approved annual budget.Develop after-sales revenue streams, including service menu pricing, service contracts, extended warranty products, accessories, and body shop and insurance repair work.Control warranty as a business cost, monitoring cost per unit sold against budget and challenging claims, repair methods and partner charges where required.Prepare capital expenditure proposals for facilities, equipment and tooling, supported by return on investment analysis.Customer Retention & ExperienceOwn the ownership experience from delivery through the full life of the vehicle, and set the standards the team and partners must meet.Drive service retention of customers sold by G Prime through structured reminder, campaign, loyalty and lapsed customer recovery programs.Act as the final point of escalation for complaints, warranty disputes and service failures, and manage the goodwill budget within delegated authority.Monitor customer satisfaction and complaint trends and drive corrective action across the function and its partners.Service Delivery & QualityEnsure service, repair, body shop, warranty and parts activity meets one consistent standard across in-house facilities and external partners.Define and monitor service levels covering booking lead time, repair turnaround, first time fix, parts lead time, warranty decision time and vehicle quality on return.Where delivered in-house, manage workshop capacity, productivity, technician efficiency, parts availability and parts stock investment.Establish quality control standards, including final inspection, rework measurement and technical escalation routes.Partner, Principal & Supplier ManagementSelect, contract and manage service partners, authorized repairers, parts suppliers and warranty providers with Procurement and Group Legal, and hold them to agreed service levels and tariffs.Manage the technical and after-sales relationship with the principal or brand owner, covering technical support, parts supply, warranty policy, recalls and field actions.Develop commercial relationships with insurers, fleet operators and G Prime Leasing to secure service and repair volume.Review partner performance formally and re-tender where cost or service no longer meets requirement.Warranty, Recalls & Technical GovernanceEnsure warranty terms are clearly defined, explained consistently at handover, and honored by the warranty provider.Manage recalls, field actions and technical campaigns, including customer notification, completion tracking and cost recovery.Maintain access to technical information, diagnostic tooling and technical training, whether held in-house or through partners.Compliance, Safety & RiskEnsure compliance with UAE consumer protection requirements relating to vehicle warranty and after-sales service.Ensure compliance with workshop licensing, environmental and waste handling regulations at every service location, whether operated by the company or by a partner.Ensure customer records, job documentation and technical records are held securely and remain auditable.Leadership & Organization DevelopmentBuild the after-sales organization through the phased plan, defining roles, recruiting and developing the team as the function scales from a small coordinating team to a full operation.Lead and develop managers and supervisors, set objectives, review performance and build succession for key technical and customer facing roles.Develop technical and customer handling capability across the team through structured training and certification.Establish after-sales processes and standard operating procedures, and ensure they are followed consistently across all locations and partners.Uphold company values throughout business practices and utilize sound judgment in decision making.Any other additional duties as may be required by management based on needs of the business.POSITION REQUIREMENTSEducational QualificationsBachelor's degree in Automotive or Mechanical Engineering, Business Administration, or a related field.A postgraduate qualification in business or operations management is an advantage.A diploma in automotive technology combined with substantial senior management experience will be considered.Work Experience12 to 18 years of automotive after-sales experience in the UAE or GCC, including a minimum of 5 years at head of function or senior management level with profit and loss accountability.Proven experience establishing or insourcing a workshop, body shop or parts operation, covering facility, licensing, systems and manpower set-up.Experience leading multi-location or multi-brand after-sales operations and managing external service providers and authorized repairers.Experience launching a new brand, or with Chinese automotive brands, is an advantage.Skills & Personal AttributesFull command of workshop, body shop, parts and warranty operations, including productivity, efficiency, absorption and cost drivers.Proven profit and loss management, budgeting, and capital expenditure business case development.Strong contract and service level management, with commercial negotiation ability at senior level.Working knowledge of UAE consumer protection, workshop licensing, environmental and health and safety requirements applicable to after-sales.Able to operate strategically while staying close to operational detail in a business that is still being built.Strong analytical and reporting ability, with proficiency in dealer management systems and MS Excel.Credible and composed with senior stakeholders, customers and principals, and firm and fair in holding teams and partners to account.Fluency in English; Arabic is an advantage.