Head of Aftersales
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Key skills for this role
About the Role
Legend Holding Group is seeking a Head of Aftersales to lead multi-brand automotive workshop operations in Dubai. This senior leadership role requires 10+ years of aftersales experience with 5+ years in senior leadership, managing luxury vehicle workshops, OEM coordination, warranty management, and P&L ownership.
Key Skills for This Role
Responsibilities
- Oversee end to end aftersales operations across all workshop locations, ensuring efficient throughput, quality repairs, and adherence to brand/OEM standards
- Lead multi brand workshop teams (service reception, technicians, parts, quality control) with a strong focus on luxury vehicle servicing standards
- Drive workshop KPIs: labor efficiency, bay utilization, first time fix rate, technician productivity, and turnaround time
- Implement and continuously improve SOPs across all workshop touchpoints
- Serve as primary point of contact for OEM aftersales relationships, ensuring compliance with brand operating standards and certification requirements
- Coordinate with OEM regional/technical teams on service campaigns, recalls, technical bulletins, and training programs
- Own end to end warranty process: claim submission, adjudication, OEM reimbursement, and audit compliance
- Minimize warranty rejection rates through accurate documentation, root cause diagnostics, and technician training
- Champion a customer first service culture, ensuring luxury standard experience across all touchpoints
- Monitor CSI scores and lead corrective action plans
- Own the aftersales P&L: labor revenue, parts revenue, absorption rate, and profitability targets
- Develop and execute strategies to grow service retention, value added packages, and parts sales
Requirements
- 10+ years of progressive experience in automotive aftersales/workshop management
- 5+ years in a senior leadership role
- Proven experience managing multi brand dealership workshops with strong exposure to luxury/premium vehicle brands
- Deep expertise in OEM coordination, warranty management, and workshop operating standards
- Strong track record of P&L ownership and driving aftersales profitability
- Solid understanding of UAE automotive aftersales market dynamics and regulatory environment
- Demonstrated ability to lead large, multi disciplinary teams across multiple sites
- Bachelor's degree in Automotive Engineering, Business, or related field (Master's/MBA preferred)
- Fluent English required; Arabic is an advantage
- UAE driving license preferred
Full Job Posting
About the Role
- Legend Holding Group is seeking an experienced Head of Aftersales to lead and elevate our multi brand automotive workshop operations, including luxury and premium vehicle lines.
- This is a senior leadership role responsible for end to end aftersales performance — from workshop operations and OEM relationships to warranty governance, customer experience, and P&L ownership.
Key Responsibilities
- Oversee end to end aftersales operations across all workshop locations, ensuring efficient throughput, quality repairs, and adherence to brand/OEM standards.
- Lead multi brand workshop teams (service reception, technicians, parts, quality control) with a strong focus on luxury vehicle servicing standards.
- Drive workshop KPIs: labor efficiency, bay utilization, first time fix rate, technician productivity, and turnaround time.
- Implement and continuously improve SOPs across all workshop touchpoints — from vehicle check in to delivery.
- Serve as the primary point of contact for OEM aftersales relationships, ensuring full compliance with brand operating standards and certification requirements.
- Coordinate with OEM regional/technical teams on service campaigns, recalls, technical bulletins, and training programs.
- Ensure workshop facilities, tooling, and technician certifications remain aligned with evolving OEM requirements across all represented brands.
- Own the end to end warranty process — claim submission, adjudication, OEM reimbursement, and audit compliance.
- Minimize warranty rejection rates through accurate documentation, root cause diagnostics, and technician training.
- Liaise with OEM warranty departments to resolve disputes and optimize claim recovery timelines.
- Champion a customer first service culture, ensuring luxury standard experience across all touchpoints.
- Monitor CSI (Customer Satisfaction Index) scores and lead corrective action plans where needed.
Requirements
- 10+ years of progressive experience in automotive aftersales/workshop management, including 5+ years in a senior leadership role.
- Proven experience managing multi brand dealership workshops, with strong exposure to luxury/premium vehicle brands.
- Deep expertise in OEM coordination, warranty management, and workshop operating standards.
- Strong track record of P&L ownership and driving aftersales profitability.
- Solid understanding of UAE automotive aftersales market dynamics and regulatory environment.
- Demonstrated ability to lead large, multi disciplinary teams across multiple sites.
- Bachelor's degree in Automotive Engineering, Business, or related field (Master's/MBA preferred).
- Fluent English required; Arabic is an advantage.
- UAE driving license preferred.
What We Offer
- A leadership role at one of the region's growing multi brand automotive groups.
- Competitive salary and performance based incentives.
- Opportunity to shape and scale aftersales operations across a diverse luxury and multi brand portfolio.
- Collaborative, growth oriented culture backed by strong leadership support.
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