Service Delivery Leader

Are you looking to excel in a leadership position that values exceptional customer experiences?

We are seeking an experienced Aftersales Manager to lead and develop our Service and Parts departments. As a key member of our team, you will be responsible for delivering outstanding results, driving business growth, and upholding premium standards.

This is an excellent opportunity for a motivated and results-driven professional to take their career to the next level. If you possess strong leadership skills, strategic thinking, and a passion for delivering exceptional service, we encourage you to apply.

Key Responsibilities:

• Lead and inspire high-performing teams to meet sales, customer satisfaction, and operational targets.
• Embed a culture of continuous improvement and professional excellence throughout the department.
• Conduct performance reviews, coaching sessions, and structured training to build and develop teams.

Strategic & Process-Driven Approach:

• Develop and execute annual and quarterly business plans aligned with our organizational goals and objectives.
• Translate KPIs into actionable departmental goals with clear timelines and accountability.
• Analyze operational data to identify opportunities for efficiency, upsell, and customer retention.
• Implement process improvements to enhance workshop productivity, reduce parts obsolescence, and improve customer flow.

Customer Experience Excellence:

• Ensure all aftersales interactions reflect our premium ownership experience.
• Maintain and improve CSI/NPS performance through structured customer feedback analysis and action plans.
• Resolve escalated customer concerns promptly, professionally, and with long-term solutions in mind.

Financial Performance & KPI Achievement:

• Manage departmental budgets, forecasting, and P&L to deliver targeted profitability.
• Monitor performance against monthly and quarterly KPIs, adapting strategies as required to maintain momentum.
• Drive incremental revenue through accessory sales, service packages, extended warranties, and value-added offerings.

Compliance & Standards:

• Ensure strict compliance with policies, warranty processes, WHS regulations, and retail requirements.
• Maintain impeccable workshop and parts storage presentation in line with brand image.
• Ensure all reporting and documentation meet manufacturer and legal requirements.

Required Skills & Qualifications:

• Proven leadership experience in automotive aftersales (luxury brand preferred).
• Strong financial and operational management capability.
• Exceptional strategic thinking, planning, and execution skills.
• Ability to translate KPIs into actionable goals and measurable outcomes.
• High-level customer service and relationship management skills.
• BMW, MINI, or Motorrad brand experience.
• Familiarity with BMW systems (ISTA, Dealer Management Systems, Retail Next).
• Understanding of EV servicing and emerging mobility trends.

Personal Attributes:

• Commercially astute and results-oriented.
• Process-driven, disciplined, and committed to continuous improvement.
• Resilient under pressure and adaptable to changing priorities.
• Passionate advocate for the BMW brand and premium service delivery.

Benefits:

• Competitive base salary + performance incentives linked to KPI achievement.
• Company vehicle and fuel allowance.
• Ongoing BMW Group training and leadership development.
• Staff discounts on vehicles, parts, and service.

What We Offer:

As a respected and growing organization, we offer a dynamic work environment that fosters teamwork, innovation, and career growth. If you are a motivated and dedicated professional looking to make a meaningful contribution, we invite you to explore this exciting opportunity.