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About the Role

We are establishing the Aftersales function of our Germany National Sales Company (NSC) and seek an experienced, hands-on Director of Aftersales to build and lead this critical business area from the ground up. This role combines full responsibility for aftersales strategy, operations, and performance across service, parts, customer experience, and dealer support functions. The successful candidate will work closely with the German management team and Europe Regional Centre to establish a high-performing, customer-centric aftersales ecosystem, ensuring operational excellence and long-term customer satisfaction.

Responsibilities

Define and implement the overall aftersales strategy for the German NSC.
Establish organizational structures, processes, and policies across all aftersales functions.
Develop scalable and customer-centric aftersales business models.
Align local strategy with European Regional Centre and global standards.
Oversee full service and parts business including operations, performance, and profitability.
Ensure parts availability, stock planning, and efficient logistics and delivery systems.
Manage accessories, merchandising, and product offerings.
Ensure high service quality and operational excellence across network.
Ensure the European GAC Charging strategy is timely implemented and fully operational in the German market before the official GAC Launch in Germany.
Define and implement service network planning and expansion strategy.
Identify, onboard, and develop service partners.
Ensure operational readiness of service partners including facilities, tools, and processes.
Provide ongoing dealer and service partner support and performance improvement.
Oversee warranty operations including policies, claims handling, and labor rate definition.
Manage recall campaigns and technical field actions.
Implement and manage technical support structures (including flying doctors).
Establish and manage Roadside Assistance (RSA) and Customer Contact Center (CCC).
Ensure excellent customer support and high customer satisfaction levels.
Ensure implementation and integration of aftersales IT systems within dealer landscape.
Define KPI frameworks and establish dashboards for performance monitoring.
Drive continuous improvement based on KPI tracking and analytics.
Develop and implement aftersales training programs for internal teams and partners.
Ensure availability of special tools and technical equipment across network.
Develop service marketing plans, campaigns, and customer retention programs.
Define and implement remarketing and used car concepts.
Establish and manage courtesy car concepts and mobility services.
Improve customer journey and overall ownership experience.

Requirements

University degree in Business Administration, Engineering, Automotive Management, or related field.
Minimum 10 years of relevant experience in automotive aftersales.
Proven leadership experience in managing aftersales operations and teams.
Strong experience in service, parts, and customer support functions.
Experience in building new organizations or fast-growing environments is highly preferred.
Native or fluent German and fluent English required; additional languages are a plus.
Strong analytical and operational management capabilities.
Deep understanding of automotive aftersales business and customer expectations.
Excellent stakeholder management and communication skills.
Ability to combine strategic thinking with hands-on execution.

Skills

Entrepreneurial mindset
Strong ownership and accountability
Comfortable working in a multicultural and fast-paced environment
Passion for customer satisfaction and operational excellence
Open to innovation and continuous improvement

Location

Germany

Work Type

Full-time

Experience Level

10+ years of relevant experience
Leadership experience

Education Level

University degree in Business Administration, Engineering, Automotive Management, or related field

Salary/Compensations

Competitive salary and excellent bonus structure (above market)

Benefits

Ambitious employer
Fast career track
Ownership and meritocracy

About the Company

GAC MOTOR Europe was registered in March 2024 in Amsterdam and is part of the Guangzhou Automobile Group.
Our business covers all aspects of passenger car sales, marketing and aftersales services.
We are dedicated to delivering quality work and exceptional customer service in all aspects of our business.
Guangzhou Automobile Group Co., Ltd. is a large joint-stock automobile enterprise listed in both Hongkong and Shanghai Stock exchanges.
At present, it has about 100,000 employees.
Fortunate Global 500 ranked No.181.
The main business covers seven major sectors: research and development, vehicle, parts, energy and ecology, internationalization, commerce and transportation, investment and finance.
Sticking to independent innovation and joint venture cooperation, GAC group is now transforming itself with all its strength to a technology-based enterprise.
Adhering to the enterprise concept of 'Humanity', Credibility, Creativity', GAC is committed to building a world-class company which wins customers’ trust, ensures staff's well-being, and meets social expectations.
We are committed to creating a work environment of trust and respect for our employee, which we believe will motivate them to achieve their dreams together.
Our employees and partners have always been relentless in their pursuit of excellence in the face of challenges.
We are very proud of what we have achieved, and we are proud of our leadership.
We hope you will give full play to your talents and help make GAC a world-class company.