Senior Specialist: Business Development Aftersales - Importer
full-time
Position Purpose:
The Aftersales business development manager will be responsible for coordinating and managing key Aftersales administrative, reporting and dealer support functions to ensure efficient communication and operational alignment between the dealer network and Head Office departments, including Service, Warranty, CRM, Parts, Training, and Customer Care.
The role serves as the central point for reporting consolidation, process administration, dealer support coordination, and operational governance, ensuring accurate information flow, timely issue resolution and consistent execution of Aftersales initiatives across the network.
This role is highly administrative and process-driven, requiring exceptional attention to detail, strong reporting capabilities and the ability to coordinate multiple stakeholders while driving operational efficiency.
Key Responsibilities
Reporting & Business Administration
Compile, analyse, and distribute Aftersales operational reports.
Maintain CRM, QC, Preservation, BOR, QSR, VOR, and DOTY reporting.
Ensure timely and accurate reporting to management and dealer network stakeholders.
Monitor reporting compliance and data integrity across all systems.
Produce management dashboards and performance summaries.
Dealer Communication & Support
Act as the primary coordination point between dealers and Head Office Aftersales departments.
Facilitate efficient communication and information sharing between Service, Parts, Warranty, CRM, and Customer Care teams.
Ensure dealer queries are directed, tracked, and resolved within agreed timeframes.
Support dealer operational requirements and escalation management.
Customer Experience & CRM Administration
Manage CSI and CRM feedback reporting.
Monitor customer experience trends and dealer feedback performance.
Coordinate corrective actions and dealer follow-up activities.
Support customer retention and service excellence initiatives.
Warranty Support Administration
Serve as second-in-charge (2IC) to the Warranty Manager.
Support warranty claim administration and dealer query management.
Coordinate monthly warranty payment processing.
Assist with warranty policy communication and compliance.
Support warranty training and dealer engagement activities.
Training & Network Support
Coordinate all Aftersales training bookings and attendance.
Manage training order processing and reporting.
Track dealer participation and compliance requirements.
Maintain training records and documentation.
Parts & Vehicle Operations Support
Manage VOR reporting and communication between dealers, QC, and PDC.
Coordinate lost parts sales reporting and trend analysis.
Process goodwill parts pricing requests.
Coordinate leather fitment and other aftermarket installation orders.
Support fleet PDI administration and vehicle readiness tracking.
Asset & Governance Management
Maintain departmental asset registers.
Coordinate internal departmental orders.
Support special edition and accessory programme administration.
Assist with process improvement initiatives and departmental governance activities.
Minimum Requirements
Qualifications
Diploma or Degree in Business Administration, Operations Management, Automotive Management, or related field.
Automotive industry experience will be advantageous.
Experience
Minimum 3-5 years' experience in an automotive Aftersales, Warranty, Service, CRM, Parts, or Dealer Support environment.
Proven experience in reporting, administration, and stakeholder coordination.
Experience working with dealer networks and operational support processes.
Skills & Competencies
Advanced Microsoft Excel and reporting skills.
Strong administrative and organisational abilities.
Excellent verbal and written communication skills.
High attention to detail and accuracy.
Strong problem-solving and coordination capabilities.
Ability to manage multiple priorities and deadlines.
Strong stakeholder management skills.
Process-driven and customer-focused.
Closing Date 20 October 2026