ICAP Executive Search & Selection is one of the premium consultancies and part of ICAP People & Employment Solutions, the largest HR Services Provider in Greece and Cyprus. With more than 50 years of experience, we specialize in assessing and recruiting Senior to Middle-Level Executives across all sectors.

On behalf of our client, a leading company in the automotive industry, we are seeking an experienced and results-driven Head of Aftersales to join their team based in Nicosia.

Head of Aftersales – Ref. (6326/HA/ESS/CY)

About the Role:

Our client is seeking a strategic and commercially driven professional to lead and oversee the company's overall Aftersales operations, including Importer Aftersales, Dealer Aftersales, and Importer Parts. The role will be responsible for the strategic development, financial performance, business growth, and operational efficiency of all Aftersales activities. The successful candidate will drive profitability, operational excellence, customer satisfaction, and maintain strong relationships with vehicle manufacturers, while ensuring the achievement of business objectives and continuous improvement across the dealer network.

Duties & Responsibilities:

Develop and implement the overall Aftersales strategy, business plans, budgets, and growth initiatives in alignment with company objectives and manufacturer requirements.
Oversee the financial and operational performance of all Aftersales activities, ensuring the achievement of revenue, profitability, productivity, efficiency, and customer satisfaction targets.
Drive the performance and continuous development of the dealership Aftersales network, ensuring high service standards, operational excellence, technical capabilities, and compliance with manufacturer requirements.
Monitor key performance indicators (KPIs), identify areas for improvement, implement corrective actions, and provide regular performance reports and strategic recommendations to senior management.
Lead and oversee all Aftersales business units, driving operational efficiency, warranty process optimisation, parts inventory management, cost control, and continuous performance improvement.
Develop and maintain strong relationships with vehicle manufacturers, ensuring alignment with business plans, performance targets, operational standards, and compliance requirements.
Ensure high levels of customer satisfaction, service quality, and customer retention, overseeing the resolution of escalated customer issues and the implementation of customer loyalty initiatives.
Identify and develop new business opportunities, commercial initiatives, and strategic partnerships to strengthen Aftersales revenue, market share, and long-term competitiveness.
Oversee service marketing activities, dealer network promotional support, and customer maintenance agreements in collaboration with Sales and other relevant departments.
Drive operational improvements, process optimisation, technology adoption, and effective resource utilisation, ensuring compliance with quality, legal, health, safety, environmental, and manufacturer requirements.
Oversee technical and service support to the dealer network, ensuring effective communication of technical developments, implementation of manufacturer guidelines, and continuous improvement of workshop capabilities and service standards.
Lead, develop, and evaluate Aftersales departmental managers, fostering accountability, high performance, succession planning, and continuous professional development.

Requirements:

Bachelor's degree in Business Administration, Management, Mechanical/Automotive Engineering, or a related field.
Minimum 6 years of relevant professional experience in the automotive industry, including at least 3 years in a senior management position.
Proven experience in managing automotive Aftersales operations, preferably within an importer, distributor, or multi-brand dealership environment.
Demonstrated experience in P&L management, budgeting, financial reporting, business development, profitability, and operational improvement.
Strong understanding of dealership Aftersales operations, parts management, warranty processes, and manufacturer requirements.
Strong strategic thinking, commercial awareness, analytical skills, and decision-making abilities.
Excellent leadership and people management skills, with the ability to lead, motivate, and develop high-performing teams.
Strong organisational, communication, and stakeholder management skills.

Remuneration & Benefits:

An attractive and highly competitive remuneration package, including a competitive salary, performance-based bonus, private medical insurance, provident fund, and a fully expensed company car.

In full compliance with the EU Pay Transparency Directive (EU) 2023/970, please note that the applicable salary range defined by our client for this role will be disclosed to candidates by our consulting team within a reasonable timeframe before the interview process begins.