Aftersales Head (Automotive/OEM)

Why Join Geely:

• Geely is a global leader in smart electric vehicles and automotive innovation.
• Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin.
• With $100B+ assets and 140,000+ employees worldwide.
• 30,000+ engineers & designers across China, Sweden, the UK, the U.S., and Germany.
• 4,000+ sales/service locations worldwide.
• Fortune Global 500 company for 13 consecutive years.
• Pioneering AI-driven automotive solutions with one of the largest cloud computing center powers(1.02 Exaflops/sec).
• Geely’s Geespace launched 20 satellites to enable safe autonomous driving.
• World-class digitalisation and AI-driven manufacturing.
• Mission & Vision: A Sustainable Future, A Better World
• Core Value: Truth-seeking & practical, hardworking & enterprising, collaborative & innovative
• Culture: Achiever, Problem-Solving, Benchmarking, Compliance

Why This Role:

• Build and Lead Excellence – Our first vehicles are now on the road. Help define the premium ownership experience for a new global brand in Australia.
• Customer-First Mindset – From parts and service to long-term loyalty, you know what keeps customers coming back.
• Set and Raise the Standard – We aim to outperform the market, not follow it.
• Design for Scale – Build the aftersales foundation today to support tomorrow’s growth.
• Real Impact – A high-visibility leadership role reporting to the MD and working closely with global teams.

Key Responsibilities:

Strategy & Business Performance

• Lead and execute the national aftersales strategy across parts, service, technical support, CRM and warranty, ensuring alignment with overall business objectives and rapid market growth.
• Drive aftersales revenue, profitability and customer retention through effective service programs, parts business growth and operational excellence.
• Establish clear KPIs and performance frameworks across the dealer network, including parts revenue, service retention, workshop productivity, warranty cost control and customer satisfaction.
• Identify opportunities to outperform market benchmarks in cost efficiency, service quality and customer experience.

Parts & Accessories Business

• Lead the national parts and accessories business, including genuine parts, vehicle accessories and merchandise, ensuring strong availability, competitive pricing and dealer profitability.
• Optimise parts supply chain, demand forecasting, inventory planning and logistics performance to support network growth and service demand.
• Drive parts revenue growth while maintaining effective cost control and working capital management.

Technical Support, Training & Product Quality

• Establish strong technical support capability across the dealer network to ensure rapid diagnosis and resolution of vehicle technical issues.
• Develop and deliver technical training programs to ensure dealer technicians are fully equipped to support new technologies, product updates and diagnostic systems.
• Monitor field quality, identify recurring issues and coordinate corrective actions with global engineering teams.
• Implement structured technical escalation and field support processes to support product launches and complex cases.

Service Operations & Dealer Network Performance

• Develop and implement national service standards, operating procedures and performance management frameworks across the dealer network.
• Partner with dealers to improve workshop productivity, service efficiency, technician capability and service capacity.
• Ensure dealer aftersales operations are aligned with brand standards and capable of supporting rapid business growth and network expansion.

CRM & Customer Experience

• Lead customer relationship management strategy across the full ownership lifecycle, ensuring strong customer engagement and retention post-sale.
• Monitor and improve customer satisfaction metrics including CSI and NPS, implementing continuous improvement initiatives across the network.
• Build structured customer feedback loops to identify service gaps and drive operational improvements.

Warranty & Quality Management

• Oversee warranty policy, claims management and warranty cost control to ensure accuracy, efficiency and compliance with global standards.
• Implement governance processes to monitor warranty performance and identify potential quality trends or risks.
• Work closely with technical and product teams to address root causes and implement corrective actions.

Aftersales Operations, Systems & Scalability

• Establish scalable aftersales systems, processes and operational frameworks to support increasing vehicle volumes and network expansion.
• Ensure aftersales infrastructure, suppliers and operational capabilities are aligned with both local market needs and global brand expectations.
• Continuously improve operational efficiency through data-driven decision making and practical execution.

Leadership & Cross-Functional Collaboration

• Build and lead a high-performing aftersales organisation covering parts, technical support, service operations, CRM and warranty functions.
• Foster a fast-paced, practical and performance-driven culture focused on accountability, problem solving and continuous improvement.
• Work closely with Sales, Network Development, Product, Finance and global teams to ensure a seamless customer ownership experience.
• Undertake additional duties or contribute to projects related to the Company’s business operations, including providing leadership or support as reasonably required and consistent with the responsibilities of the role.