Deskripsi Pekerjaan
Join PT Encartha Indonesia as our Group Head of Aftersales and lead our customer satisfaction initiatives to new heights. This senior leadership role requires strategic vision and hands-on expertise in managing aftersales operations within the automotive industry. You'll oversee service centers, parts distribution, and customer support teams while driving revenue growth through innovative aftersales solutions. The ideal candidate will bridge technical excellence with business acumen, ensuring our customers receive exceptional post-purchase experiences that foster loyalty and repeat business. This position offers the opportunity to shape our aftersales strategy in Indonesia's dynamic automotive market.
Tanggung Jawab
- Lead and develop aftersales teams across service centers, parts operations, and customer support functions
- Design and implement aftersales strategies aligned with business objectives and customer expectations
- Drive revenue growth through upselling, cross-selling, and service package optimization
- Monitor KPIs including customer satisfaction (NPS), service efficiency, and parts sales performance
- Ensure compliance with industry regulations and company quality standards
- Collaborate with sales, marketing, and product teams to create integrated customer journeys
- Manage aftersales budgets and implement cost-control measures
Kualifikasi
- Bachelor's degree in Business Administration, Engineering, or related field
- Minimum 8 years of experience in aftersales management, with 3+ years in leadership roles
- Proven track record of improving customer satisfaction metrics and operational efficiency
- Strong knowledge of automotive aftersales processes and industry trends
- Experience with CRM systems and aftersales analytics tools
- Excellent leadership, negotiation, and stakeholder management skills
- Fluency in Bahasa Indonesia and business-level English