Aftersales Consultant (Automotive)

As an Aftersales Consultant, you will be a key contributor to the delivery of the Retail Fitness programme, working closely with dealers to improve workshop productivity, efficiency, and overall aftersales performance. The role focuses on analysing existing dealer processes, implementing targeted action plans, and driving continuous improvement to achieve agreed key performance indicators (KPIs). Responsibilities - Conduct comprehensive assessments of dealer workshops to identify performance gaps and opportunities for improvement. - Develop and implement targeted action plans aligned to the customer's Playbook to enhance workshop productivity, efficiency, and operational effectiveness. - Drive improvements across key focus areas of the complete aftersales customer journey including optimisation of workshop performance. - Utilise MSX reporting tools to monitor, track, and report against key performance indicators (KPIs), providing clear monthly performance updates. - Design and deliver tailored training plans to dealer teams to support sustained performance improvements and long-term capability development. - Collaborate closely with the customer and other key stakeholders to align strategy, priorities, and next steps. - Identify and escalate non-compliant dealers to customer stakeholders where required, supporting corrective action and programme governance Experience - Minimum of 3 years’ experience in the automotive trade in a Service Manager role (essential) - Previous experience as an Area Manager, Aftersales Development Manager, or similar field-based role (desirable) - Demonstrable experience directly engaging with OEM’s, NSC’s importers within an automotive environment (advantage) Knowledge - Strong understanding of dealer aftersales operations, including workshop processes, service delivery, and performance drivers - Proven knowledge and experience in implementing and coordinating new processes within a dealership or field-based environment - Ability to interpret key service performance indicators and translate them into clear, actionable improvement measures Skills - Excellent negotiation and influencing skills, with the ability to engage effectively at dealer management level - Strong customer-focused mindset, demonstrating empathy, commercial awareness, and a solution-oriented approach - Hands-on approach with strong practical relevance and persuasiveness - High level of flexibility and willingness to travel extensively to support dealer engagement and programme delivery - Effective written and verbal communication skills at all levels - Proficient in time management and organisation - Excellent relationship building skills - Numerical and analytical capabilities - Computer literate, in particular MS Office