About this role

General Manager, Aftersales

Job Type Full Time

The GM Aftersales Workshop is responsible for the overall management, profitability, and performance of the VI’s aftersales business encompassing service, parts, warranty, and customer support.
The role ensures that all workshops operate efficiently, deliver exceptional customer satisfaction, and achieve or exceed the monthly revenue target.
This position requires a strong balance of technical expertise, commercial acumen, and leadership to drive workshop productivity, optimize service quality, and enhance the company’s reputation for reliable aftersales support across Nigeria.

Business & Financial Performance:

Develop and execute strategies to achieve and exceed the monthly revenue target from aftersales operations (service, parts, and body shop).
Monitor workshop profitability by analysing cost structures, margins, and operational efficiency.
Prepare and present detailed financial reports, forecasts, and performance metrics to the Executive Director.
Implement cost-control measures while maintaining service quality and customer satisfaction.

Workshop Operations Management:

Oversee daily operations across all CIG Motors service centres and workshops nationwide.
Ensure adherence to manufacturer standards, diagnostic procedures, and repair quality.
Optimize technician productivity, workshop capacity utilization, and turnaround time (TAT).
Enforce strict compliance with health, safety, and environmental (HSE) standards.
Supervise warranty claim management, ensuring timely submission and recovery from OEMs.

Customer Service & Experience:

Drive customer satisfaction initiatives and ensure Customer Satisfaction Index (CSI) and First-Time Fix Rate (FTFR) targets are achieved.
Address escalated customer complaints promptly and professionally.
Develop loyalty programs and service campaigns to retain customers and drive repeat business.
Coordinate free service campaigns, recall management, and customer service clinics.

People & Performance Management:

Lead, mentor, and motivate a team of service managers, technicians, and support staff.
Implement performance management systems to ensure high productivity and accountability.
Identify training needs and coordinate continuous technical and soft-skill development.
Promote teamwork, discipline, and a culture of operational excellence.

Parts & Inventory Management:

Work closely with the Parts Department to ensure adequate availability of fast moving and critical parts.
Monitor stock levels, order cycles, and supply-chain efficiency to minimize downtime.
Analyze parts sales trends and coordinate marketing efforts to increase parts turnover.

Strategic & Operational Reporting:

Provide the Executive Director with regular updates on workshop performance, customer feedback, and operational challenges.
Propose business development opportunities — including fleet maintenance contracts, extended service plans, and corporate service partnerships.
Support the Executive Director in developing long-term aftersales growth strategies and national network expansion plans. Key Performance Indicators (KPIs)

Bachelor’s Degree in Mechanical / Automotive Engineering, Business Administration, or related field.
10–15 years experience in automotive aftersales/service management, including at least 5 years in a senior leadership role.
Strong understanding of vehicle diagnostics, OEM service standards, and workshop management systems.
Proven ability to manage multi-location workshops and deliver consistent revenue growth.
Excellent financial acumen, reporting, and analytical skills.
Strong leadership, communication, and stakeholder management abilities.

General Manager, Aftersales