National Aftersales Manager

National Aftersales Manager

Location: Auckland, NZ
Job Details: Full-time

Our Story

At Inchcape, we are a global leader in automotive distribution and retail, representing some of the world’s most iconic vehicle brands. Our commitment to excellence ensures that we deliver outstanding customer experiences and operational efficiency across our markets.

About the role

An exciting opportunity exists for an experienced National Aftersales Manager NZ to lead aftersales performance, customer experience and dealer network engagement across Inchcape New Zealand.
Reporting to the Head of Aftersales, Distribution Australasia, this role will lead the national aftersales strategy across our New Zealand brand portfolio, including Subaru, KGM and LDV.
You will be responsible for driving commercial performance across service, parts, accessories, warranty and customer experience, while leading a capable team and partnering closely with dealers, OEMs, suppliers and internal stakeholders.
This is a highly visible leadership role suited to a strategic, commercially focused aftersales leader who can drive change, influence in a matrix environment and deliver strong outcomes across both distribution and retail.

Key Responsibilities

• Lead the national aftersales strategy across service, parts, accessories, warranty and customer experience.
• Drive commercial performance, including revenue, gross profit, operating profit and warranty cost outcomes.
• Oversee parts and accessories sales strategy, identifying growth opportunities across the dealer network.
• Develop clear business cases to support aftersales growth, customer retention and operational improvement.
• Lead, coach and develop a team across technical service, parts and inventory functions.
• Partner with dealer principals, franchise leaders, OEMs, suppliers and internal teams to deliver shared outcomes.
• Drive dealer engagement, compliance and performance across service standards, processes and customer experience.
• Support customer-first initiatives across NPS, service retention, CRM and service plan activity.
• Manage escalated customer, warranty, goodwill, recall and fleet-related matters with sound judgement.
• Work with Marketing and Sales teams to execute aftersales campaigns and improve customer engagement.
• Lead change, process improvement and operational efficiency across the dealer network.
  
  
  

About you

You are a strategic and resilient automotive aftersales leader with experience operating across an OEM, distributor or multi-brand retail environment.

You bring strong commercial acumen, customer experience focus and the ability to lead through change. You are confident making decisions, influencing senior stakeholders and building strong relationships across a matrix structure.

You will be open-minded, agile and able to pivot quickly in a fast-moving environment, while keeping teams aligned and focused on performance, customers and long-term growth.

To be successful, you will have:

• Experience in a similar aftersales leadership role within an OEM, distributor or multi-brand retail environment.
• Strong experience across service and/or parts, rather than a sales-led background.
• Proven experience leading aftersales strategy from a commercial and operational perspective.
• Automotive aftersales experience across distribution or retail.
• Strong customer experience capability, including the ability to improve ownership experience outcomes.
• Experience leading change, improving processes and lifting business performance.
• Strong stakeholder management skills, with the ability to collaborate across a matrix environment.
• Experience building strong connections with dealer networks, OEMs and internal teams.
• Strong decision-making skills and the resilience to manage complex or high-pressure matters.
• Confidence managing escalated customer, fleet, warranty and OEM-related resolutions.
• Strong communication, presentation and leadership skills.
• Commercial capability, including experience with revenue, gross profit, cost control and P&L outcomes.
• A full NZ Driver Licence.

We offer you

Strategic Impact: Lead a critical aftersales function across Inchcape New Zealand.
Commercial Influence: Drive growth across parts, accessories, warranty, service and customer experience.
Leadership Opportunity: Lead and develop a capable team across key operational functions.
Industry Leadership: Be part of a global business shaping the future of automotive distribution and retail.

Opportunity for everyone

Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed.

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.

Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow.

Find out more visit www.inchcape.com

Inchcape Australasia employs over 1,300 team members across Australia and New Zealand. Our portfolio includes vehicle distribution for world-renowned brands, market leading fulfilment solutions, exceptional retail experiences, and tailored financial services.