About the Role
The General Manager, Aftersales & Rental is responsible for leading and driving the overall performance, profitability, and customer satisfaction of the Aftersales and Vehicle Rental businesses within an automotive organization. This role oversees service operations, parts sales, warranty management, customer experience, fleet rental operations, business development, and financial performance.
The position plays a critical role in maximizing vehicle lifecycle value, improving customer retention, growing recurring revenue streams, and ensuring operational excellence across service centers and rental operations. The General Manager works closely with Sales, Finance, Marketing, OEM partners, dealers, and key corporate customers to deliver sustainable business growth.
Responsibilities
- Develop and execute the Aftersales and Rental business strategy aligned with company objectives.
- Identify business growth opportunities and market trends within automotive service and rental sectors.
- Establish annual business plans, budgets, KPIs, and performance targets.
- Drive profitability, revenue growth, and operational efficiency.
- Oversee service operations, workshop performance, and maintenance programs.
- Manage spare parts inventory, procurement, and distribution.
- Ensure compliance with manufacturer standards, warranty policies, and technical requirements.
- Improve service productivity, utilization rates, and repair quality.
- Monitor customer satisfaction (CSI), Net Promoter Score (NPS), and service retention rates.
- Lead technical teams and service managers to achieve operational excellence.
- Manage vehicle rental operations including fleet acquisition, utilization, maintenance, and disposal.
- Develop short-term, long-term, and corporate rental programs.
- Optimize fleet utilization and asset productivity.
- Establish pricing strategies and rental service packages.
- Build relationships with key corporate clients and strategic partners.
- Ensure high vehicle availability, safety, and service quality standards.
- Prepare and manage annual budgets, forecasts, and financial reports.
- Monitor departmental P&L performance.
- Control operating expenses and improve cost efficiency.
- Analyze revenue streams and identify opportunities for profit improvement.
- Ensure optimal inventory and fleet asset management.
- Develop initiatives to enhance customer satisfaction and loyalty.
- Implement customer retention and aftersales marketing programs.
- Expand rental customer base and key account relationships.
- Handle major customer escalations and service recovery initiatives.
- Promote digital solutions and customer engagement platforms.
- Lead, coach, and develop managers and operational teams.
- Establish a high-performance culture focused on accountability and continuous improvement.
- Conduct performance reviews and succession planning.
- Ensure employee engagement, safety, and compliance with company policies.
- Ensure compliance with legal, regulatory, and OEM requirements.
- Maintain health, safety, and environmental standards.
- Implement risk management and internal control processes.
- Ensure accurate reporting and operational governance.
Qualifications
- Bachelor's Degree in Business Administration, Automotive Engineering, Mechanical Engineering, Logistics, or related field.
- Master's Degree (MBA or equivalent) preferred.
- Minimum 10-15 years of experience in the automotive industry.
- At least 5 years in a senior management or leadership position overseeing Aftersales, Service Operations, Rental, Fleet Management, or related functions.
- Proven experience managing P&L and large operational teams.
- Strong understanding of automotive service, parts, warranty, fleet management, and rental operations.
- Knowledge of automotive aftersales processes and workshop management.
- Experience in fleet lifecycle management and rental business operations.
- Strong financial analysis, budgeting, and forecasting skills.
- Proficiency in ERP, Dealer Management Systems (DMS), CRM, and fleet management software.
- Data-driven decision-making and performance management capabilities.
- Strategic thinking and business acumen.
- Strong people leadership and team development skills.
- Excellent negotiation and stakeholder management abilities.
- Customer-centric mindset.
- Strong problem-solving and decision-making skills.
- Ability to lead change and drive business transformation.
- Fluent in English (written and spoken).
- Additional local language proficiency is an advantage.
