Head of Aftersales

As the Head of Aftersales, you will provide senior leadership and strategic direction for all Aftersales operations across Porsche Retail Group, holding full accountability for sustainable revenue growth, margin optimisation, operational excellence, colleague engagement, and exceptional customer satisfaction across Service, Parts, Warranty, Bodyshop, and Insurance. As a member of the senior leadership team, you will develop and deliver the Group Aftersales strategy in line with PRG commercial objectives, Porsche Cars GB standards, FCA regulation, and the expectations of a world-class luxury customer experience.

Scope:

• Dealerships: 7 locations across the Southeast of England
• Business Areas: Service, Parts, Warranty, Bodyshop, Insurance
• Key Interfaces: Head of Finance, Head of Marketing, Head of Business Development, Head of Compliance, Head of Sales, Centre Principals, Aftersales Managers, HR Manager, Porsche Cars GB Regional Managers 
• Direct Reports:(2)Customer Contact Centre Manager, Motorsport Manager

Responsibilities:

• Support the Commercial Director in delivering PRG’s overall strategy and lead the Group’s aftersales direction.
• Develop and implement an aftersales strategy focused on growth, profitability, and customer retention.
• Translate Porsche Cars GB objectives into actionable Centre‑level plans and monitor market trends for opportunities.
• Partner with Marketing to deliver retention programmes, CRM re‑engagement, and targeted aftersales campaigns.
• Ensure consistent, high‑quality service, parts, warranty, and bodyshop operations across all Centres.
• Drive efficiency through capacity planning, process optimisation, and strong performance of value‑added products.
• Lead, motivate, and develop Aftersales teams, fostering a collaborative and performance‑driven culture.
• Manage customer satisfaction and retention metrics, implementing improvement actions where needed.
• Own the Aftersales P&L, delivering revenue, margin, KPI performance, and commercial improvement initiatives.
• Use data, systems, and digital tools to drive continuous improvement and advance omnichannel aftersales capability.
• Maintain robust FCA, regulatory, health & safety, and manufacturer compliance across all Centres.
• Champion PRG values and ensure delivery of a luxury customer experience aligned with Porsche brand standards.