Head of Aftersales - Audi

Are you ready to lead, inspire and drive Aftersales performance?

At Marriott Motor Group, we’re continuing to invest in our people, our operations and the future of our business. As part of this commitment, we’re looking for an experienced and commercially driven Head of Aftersales to lead our site-based Service and Parts operation.

This is an exciting opportunity for an established Aftersales professional who combines strong operational knowledge with commercial awareness, excellent management skills and a genuine passion for delivering an exceptional customer experience.

Working closely with our Group Head of Aftersales and Group Aftersales Director, you’ll play a key role in driving performance, developing our teams and ensuring our Aftersales operation delivers against its commercial, operational and customer satisfaction objectives.

As Head of Aftersales, you’ll take ownership of the day-to-day performance of the site's Service and Parts departments, ensuring the operation runs efficiently, profitably and in line with Marriott Motor Group and manufacturer standards.

You’ll be responsible for balancing customer expectations, colleague development and commercial performance, while identifying opportunities to improve processes, maximise workshop capacity and deliver sustainable results.

• Leading and developing people:
  Inspire, coach and motivate your team, building a positive, accountable and high-performing culture.
• Driving commercial performance:
  Take ownership of departmental budgets, profitability, labour efficiency, productivity, utilisation and cost control.
• Delivering an outstanding customer experience:
  Champion customer satisfaction and retention, ensuring enquiries and complaints are handled professionally and effectively.
• Maximising workshop performance:
  Optimise workshop loading, manage resources effectively and ensure work is allocated according to technical skills and capability.
• Overseeing Parts operations:
  Maintain effective stock control, purchasing, pricing and availability to support workshop efficiency and customer service.
• Maintaining manufacturer standards:
  Ensure compliance with manufacturer requirements, warranty procedures, quality standards, audits and relevant company policies.
• Developing your team:
  Lead recruitment, induction, probation reviews, quarterly performance reviews, training and ongoing colleague development.
• Identifying commercial opportunities:
  Work collaboratively with colleagues to increase customer retention, promote relevant products and services, and develop new business opportunities.
• Maintaining operational excellence:
  Ensure accurate administration, invoicing, warranty submissions, financial controls and health and safety compliance.
• Working as part of the wider Group:
  Collaborate with our Group Aftersales management team to implement best practice, improve consistency and deliver our wider business objectives.

We're looking for a confident and capable manager who understands what it takes to run a successful Aftersales operation and can bring people together to deliver outstanding results.

You’ll ideally have:

• Proven experience in an Aftersales management role within the automotive retail industry.
• A strong understanding of Service and Parts operations, workshop processes and manufacturer standards.
• A commercially focused mindset, with experience managing budgets, analysing performance and delivering against KPIs.
• Excellent management and communication skills, with the ability to coach, motivate and develop colleagues.
• A customer-first approach and the confidence to manage complex complaints and challenging situations.
• Strong organisational skills, attention to detail and the ability to balance…