Reports to: National Aftersales Commercial Manager
FUNCTION
Regional Aftersales Manager is responsible for overseeing and improving aftersales performance across a defined geographic dealer network on behalf of the OEM.
Minimum Qualifications
- Grade 12 (Matric) with a relevant Automotive, Technical or Business-related Diploma
- Demonstrated success in aftersales leadership roles within an OEM or franchised dealer environment
- Proven experience managing regional or national dealer networks and influencing senior dealership leadership
Skills And Experience
- Minimum of 5 years in a similar position
- Strong track record of delivering aftersales revenue growth across parts, accessories, lubrication, service labour, and extended services
- Proven ability to analyse dealer financial performance and implement profitability improvement initiatives
- Sound understanding of workshop and parts operations, inventory management, and customer satisfaction drivers
- Experience translating strategy into executable field action plans across independent dealer environments
- Strong commercial and financial acumen, with the ability to interpret dealer performance data and P&L drivers
- Advanced analytical skills, with experience using OEM systems, dashboards and performance scorecards
- Excellent communication, negotiation and stakeholder management skills
- Ability to lead change, manage resistance, and drive alignment without direct authority
- High levels of self-management, resilience and adaptability in a dynamic, performance-driven environment
- Proficient in MS Office, particularly Excel and PowerPoint
- Willingness to travel extensively within the region, including inter-provincial and cross-border travel, and to work extended hours when required
Key Duties And Responsibilities
Aftersales Strategy Execution & Revenue Growth
- Own and drive regional execution of the OEM aftersales strategy, ensuring alignment with national business objectives
- Deliver regional aftersales revenue performance across parts, accessories, lubrication, labour and extended services, with accountability for budget achievement
- Establish and manage dealer aftersales targets, translating objectives into dealer-specific action plans
- Identify revenue and profit gaps through data analysis and implement corrective initiatives to improve gross margin, inventory turns, and return on capital
Dealer Performance Management & Profitability
- Lead structured dealer performance reviews using financial, operational and customer data to assess short-, medium- and long-term performance
- Analyse dealer profitability drivers and provide commercial guidance to improve workshop utilisation, labour efficiency, parts availability, and stock management
- Support dealers in the development and execution of aftersales business and marketing plans tailored to their local market conditions
- Actively monitor aged inventory, stock planning, and parts availability to reduce VOR, improve service levels, and enhance customer satisfaction
Standards, Compliance & Brand Representation
- Ensure full compliance with OEM aftersales operating standards, systems and minimum franchise requirements
- Conduct regular dealer audits and inspections covering workshops, parts warehouses, processes and corporate identity
- Drive consistent application of aftersales procedures and initiatives that support a strong and differentiated brand experience
- Ensure the OEM’s corporate image and brand values are accurately represented and upheld across the dealer network
Customer Experience & CSI Ownership
- Champion a proactive, customer-centric culture across the region, ensuring the aftersales customer journey aligns with OEM brand expectations
- Drive dealer participation and accountability in customer satisfaction programmes, using CSI and VOC data to identify root causes and prevent repeat issues
- Manage escalated customer cases where dealer intervention is insufficient, ensuring fair, timely, and effective resolution
- Reduce workshop lead times and work-in-progress levels through improved planning, process discipline, and operational focus
Capability Development & Change Leadership
- Identify dealer capability gaps and support the development of targeted training and improvement plans aligned to OEM policies
- Drive adoption of OEM tools, systems, and optimisation programmes across the region
- Lead change initiatives within the dealer network, influencing alignment to OEM strategy and managing operational and behavioural resistance
- Promote continuous improvement and best-practice sharing across the dealer network
Data, Reporting & Governance
- Leverage OEM reporting platforms and dashboards to monitor dealer performance, identify trends, predict risk, and drive data-led decisions
- Compile and present regional aftersales performance reports, including financial results, KPIs, compliance status, and action plans
- Ensure timely follow-up on dealer commitments, queries, and corrective actions
- Participate in internal OEM forums and contribute to national aftersales planning and performance reviews
Measures of Success (Indicative)
- Achievement of regional aftersales revenue and profitability targets
- Improvement in VIN retention, workshop utilisation, and dealer ROS
- Reduction in aged inventory and VOR due to parts availability
- CSI improvement and reduction in escalated customer complaints
- Dealer compliance audit outcomes and successful programme adoption
CVs to be emailed to careers@gwm.co.za
Closing date: 30 September 2026