Group Head of Aftersales

ENCARTHA Group is a growing leader in automotive and mobility services. We operate across Car Dealerships, Motorcycle Dealerships, Quick Service Centers, Parts Distribution, Auto Rental, and Mobility Membership Services — including brands like ENCAR Daihatsu, GPM Honda, Bandaraya Ban, AUTOMALL, ASPRO & LOTUZ.

As the Group continues to scale, we are strengthening our holding-level leadership structure to ensure consistency, profitability, and long-term sustainability across all aftersales businesses.

This role is responsible for designing, standardizing, and governing aftersales operations at Group level, covering dealerships and independent service formats.

The successful candidate will play a key role in:

• Establishing group-wide aftersales standards
• Improving margin discipline and operational efficiency
• Building scalable systems to support future expansion

• Expertise in Service Operations and Operations Management to oversee and enhance aftersales and service activities.
• Strong Analytical Skills to assess performance metrics and drive continuous service improvements.
• Proficiency in Service Delivery and ensuring high levels of efficiency and quality in customer interactions.
• Experience in promoting Customer Satisfaction to maintain a positive reputation and build lasting relationships with clients.
• Excellent leadership, communication, and decision‑making skills.
• Bachelor's degree in Business Administration, Engineering, or a related field is preferred.
• Previous experience in automotive aftersales or service operations is highly desirable.
• We are seeking a senior aftersales professional with the following background.
• Minimum 10–15 years of experience in automotive aftersales.
• Proven exposure to multi‑outlet or network‑based operations.
• Strong understanding of labour productivity, pricing, and margin management.
• Experience building or restructuring SOP, not merely executing them.
• Comfortable operating at both strategic and practical levels.
• High integrity, structured thinking, and clear communication skills.
• Experience from authorized dealerships, workshop chains, OEM‑related aftersales operations, or national service networks will be an advantage.

• Develop and implement a Group Aftersales Playbook, including SOP, service menu, labour standards, and quality control.
• Establish and maintain master pricing structures, including labour rates, service packages, and discount governance.
• Design short‑and‑long‑term aftersales strategy aligned with Group growth plans.
• Lead capability development for technicians and service advisors, including grading, training, and career frameworks.
• Define parts usage and procurement principles in coordination with the Group’s parts distribution business.
• Prepare aftersales systems, standards, and readiness for Upcoming New Business Division – Quick Repair Service Station, prior to launch.
• Monitor aftersales performance through structured KPIs and reporting.

How many years’ experience do you have as a Head of Aftersales?