Aftersales Operation & Quality Manager - Jeep and Alfa Romeo

Job Purpose  Lead and optimize aftersales operations to drive profitability, operational efficiency, and customer satisfaction, while ensuring full compliance with OEM standards and company policies. ​ Responsibilities:  • Define and implement operational objectives aligned with overall business strategy. • Monitor and analyze key performance indicators (KPIs) including sales, productivity, efficiency, inventory, and profitability. • Ensure effective resource allocation and optimize workflow planning across aftersales functions. • Identify and drive revenue growth opportunities (e.g., accessories, service contracts, campaigns). • Foster strong collaboration between Service, Parts, and Warranty teams to ensure seamless operations. • Lead internal audits across Sales and Aftersales to ensure compliance and performance standards. • Ensure full adherence to OEM standards and operational guidelines. • Own and drive Net Promoter Score (NPS) improvement initiatives. • Manage customer complaints through structured root cause analysis (RCA) and implement corrective actions. • Coordinate with OEM (Stellantis) on quality reporting and performance reviews. • Drive continuous improvement initiatives across processes and customer experience. • Act as the escalation point for critical operational and customer issues.