Senior Automotive Services Director

6 days ago

Adelaide, South Australia beBeeAftersales Full time $90,000 - $120,000
Aftersales Manager

This role is responsible for leading and developing the Service and Parts departments to deliver exceptional customer experiences, achieve financial and operational targets, and uphold premium standards.

  • Key Responsibilities:
  1. Lead, inspire, and develop Service and Parts teams to meet sales, customer satisfaction, and operational KPIs.
  2. Embed a culture of continuous improvement and professional excellence.
  3. Conduct performance reviews, coaching sessions, and structured training to build high-performing teams.

2. Strategic & Process-Driven Approach

  1. Develop and execute an annual and quarterly aftersales business plan aligned to Glenelg BMW targets and JMG strategic direction.
  2. Translate KPIs into actionable departmental goals with clear timelines and accountability.
  3. Analyse operational data to identify opportunities for efficiency, upsell, and customer retention.
  4. Proactively implement process improvements to enhance workshop productivity, reduce parts obsolescence, and improve customer flow.

3. Customer Experience Excellence

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

4. Financial Performance & KPI Achievement

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

5. Compliance & Standards

  1. Ensure strict compliance with BMW Australia policies, warranty processes, WHS regulations, and Retail.
  2. Maintain impeccable workshop and parts storage presentation in line with brand image.
  3. Ensure all reporting and documentation meet manufacturer and legal requirements.

Required Skills and 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.

Join our team and achieve your potential.

This role offers a range of benefits and opportunities for growth and development.

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