Aftersales Retention Supervisor

Job Purpose:

We are seeking a dynamic and results-driven Automotive professional whose primary objective is to drive higher customer retention, increase aftersales visits, and enhance vehicle repurchase rates by leading the development, coordination, and standardization of all Service Contract and Warranty Extension initiatives.

This position requires a strong combination of technical expertise in automotive aftersales operations, data analytics, and customer lifecycle management. The ideal candidate will have the ability to influence senior stakeholders, foster cross-functional alignment, and deliver sustainable commercial impact through well-structured, customer-centric retention strategies.

Key Responsibilities:

• Standardize retention initiatives across brands and markets for scalability and efficiency
• Develop and implement Service Contract and Warranty Extension products to strengthen customer loyalty and drive repurchase
• Conduct market intelligence and gather customer insights to support strategic decisions
• Monitor and report on key performance indicators such as retention rates, service penetration, and revenue
• Lead and execute retention product marketing initiatives
• Prepare business cases, financial models, and ROI analyses for new and existing initiatives
• Collaborate with internal and external stakeholders to design and launch competitive offerings
• Use data-driven insights to refine products, improve take-up rates, and enhance customer experience
• Conduct site visits (Gemba) to identify operational gaps and improvement opportunities.
• Present proposals to stakeholders with clear roadmaps and business rationale.
• Design implementation frameworks including training, change management, operational, and financial processes
• Train and support after-sales teams to effectively deliver Service Contract and Warranty programs

Competencies:

• Strong analytical and financial skills
• Experienced in project management and stakeholder coordination
• Effective in presentations, influencing, and negotiation
• Good business sense and commercial awareness
• Results-oriented with an entrepreneurial mindset
• Clear communicator and team motivator
• Energetic, motivated, and able to inspire teams

Education:

• Bachelor’s or master’s in business administration, Engineering, or related field

Minimum Experience:

• 4+ years in the automotive sector
• 3+ years in management with proven experience in loyalty, aftersales, and retention
• Exposure to warranty, service contracts, or insurance-related products is a strong plus