Group Aftersales Director - Service Automotive

Company Overview

Established in 1960 as a trading house, the Company has grown into one of Qatar’s leading business enterprises, spanning a wide range of industries with an internationally recognized portfolio. Virtually every resident and visitor in Qatar interacts with its brands, and the Company plays a pivotal role in many of the nation’s most significant projects.

Position Summary

The Group Aftersales Director – Service Automotive will lead and coordinate all after‑sales operations across the Company’s automotive subsidiaries. Reporting directly to senior leadership, this role is accountable for delivering world‑class service experiences, maximizing parts and service revenue, and ensuring the highest levels of customer satisfaction throughout Qatar and the broader Gulf region.

Key Responsibilities

Develop and execute a unified after‑sales strategy for all automotive brands under the Company
Lead, mentor and manage the after‑sales teams – service managers, technicians, parts managers, and customer‑service representatives – to achieve performance targets.
Drive revenue growth for parts, accessories, warranties, and service contracts while maintaining profitability.
Ensure consistent service quality, adherence to OEM standards, and compliance with safety and environmental regulations.
Implement continuous improvement programs (Lean, Six Sigma, Kaizen) to increase efficiency, reduce turnaround times, and elevate customer satisfaction scores.
Oversee dealer network performance, conduct regular audits, and provide coaching to improve service delivery across all locations.
Collaborate with sales, marketing, finance and supply‑chain functions to align after‑sales initiatives with broader business objectives.
Manage budgeting, forecasting, and financial reporting for after‑sales operations.
Develop and maintain strong relationships with OEM partners, ensuring access to the latest technical updates and support.
Lead recruitment, training, and talent development initiatives to build a high‑performing after‑sales workforce.
Handle escalated customer complaints and ensure timely, satisfactory resolution.
Report regularly to senior leadership on key performance indicators (KPIs) such as service revenue, parts turnover, CSAT, warranty claims, and labor productivity.

Essential Qualifications

Bachelor’s degree in Business Administration, Mechanical Engineering, Automotive Technology or a related field (Master’s preferred).
Strong understanding of automotive service operations, OEM standards, and aftermarket dynamics.
Demonstrated leadership abilities with excellent people‑management and coaching skills.
Exceptional communication, negotiation and stakeholder‑management capabilities.
Fluency in English (both written and spoken); Arabic proficiency is a significant advantage.
Proficiency with CRM and ERP systems commonly used in automotive after‑sales (e.g., SAP, Dealer Management Systems).
Analytical mindset with the ability to interpret financial data and drive data‑based decisions.

Desired Experience

Minimum 12 years of progressive experience in automotive after‑sales, with at least 5 years in a senior leadership role.
Experience managing multiple brands or a multi‑dealer network, preferably within the Gulf/Middle‑East region.
Track record of achieving measurable growth in service revenue, parts turnover, and customer satisfaction.
Hands‑on experience with service process optimisation, cost control and warranty management.
Prior exposure to large, diversified conglomerates or groups is highly desirable.