Director of Aftersales Operations

Lotus Cars builds world-class, high-performance and lightweight sports cars that are sold all around the world.

To bring the company to the level we want it to be, we are looking for a Director of Aftersales Operations in the Group aftersales Department to join us in our Global Commercial site based in Coventry.

As Director of Aftersales Operations, you will lead the complete aftersales operation across our authorised dealer network in the UK and Europe.

You will have overall responsibility for driving a high-performing, commercially successful and customer-focused aftersales business, balancing revenue and profitability with dealer capability, service quality and customer satisfaction.

You will:

• Develop and deliver the UK & European aftersales strategy, aligned with wider Group and global objectives.

• Take ownership of aftersales P&L performance, including revenue, margin, parts sales, workshop revenue, warranty costs and operating expenditure.

• Set clear performance standards and KPIs across the dealer network, using data and insight to identify opportunities and drive improvement.

• Build strong relationships with dealer principals and senior dealer leadership, including regular performance reviews.

• Lead dealer audits and performance improvement plans, supporting underperforming sites to improve capability and profitability.

• Drive improvements in workshop utilisation, parts performance, first-time-fix rates and overall dealer performance.

• Own warranty governance, cost control and compliance, while ensuring effective management of claims, technical issues and failure trends.

• Lead technical service activity, including technical bulletins, service campaigns, recalls and dealer technical support.

• Champion the development of EV/BEV aftersales capability, including diagnostics, high-voltage systems and technical training.

• Own customer experience measures including NPS, CSAT and complaint escalation, ensuring systemic issues are identified and resolved.

• Lead, develop and motivate the aftersales leadership team, creating a high-performing culture with clear objectives and accountability.

• Work collaboratively across Sales, Marketing, Finance, Legal, HR, Supply Chain, Product, Technology and European HQ.

• Represent the organisation with dealers, industry stakeholders and relevant UK & European aftersales forums.

We are looking for an experienced automotive aftersales leader who combines strong commercial judgement with a genuine focus on customers, dealers and operational excellence.

You’ll ideally bring:

• Significant automotive aftersales management experience within a vehicle OEM or large automotive dealer group.

• Senior leadership or Director-level experience.

• Proven P&L management experience, with a track record of delivering revenue, margin and cost-control targets.

• Strong knowledge of dealer operating models, aftersales performance management, audits and improvement programmes.

• Experience managing dealer network KPIs and turning around underperforming operations.

• Strong commercial negotiation and stakeholder management skills.

• Experience across warranty, technical service, parts, workshop operations and customer experience.

• A strong understanding of vehicle maintenance and repair and, ideally, EV/new energy vehicle aftersales.

• Excellent analytical and data-driven decision-making skills.

• Strong leadership and people-development capability.

• The ability to influence and collaborate effectively across multiple functions and countries.

• A willingness and ability to travel across UK and European dealer locations.

• Fluent English. Mandarin would be advantageous.

• A Bachelor’s degree or above in Automotive Engineering, Business Administration or a related discipline is preferred.