Direct Sales Agentssa Aftersales Manager

Job Title

SSA Aftersales Manager – East Africa

Location

Rwanda

Reporting Line

Direct reporting to South Africa, with a dotted-line reporting relationship to Rwanda

Employment Type

Full-time

About the Role

Our client, a leading international automotive and mobility organisation, is seeking an experienced SSA Aftersales Manager – East Africa to strengthen aftersales performance and customer experience across the East African market.

The role will work closely with regional business partners and internal stakeholders to improve aftersales performance, customer satisfaction, operational standards and long-term business sustainability.

Key Responsibilities

• Drive aftersales performance across the East African market.
• Support business partners in developing and implementing effective aftersales strategies.
• Monitor aftersales KPIs and identify performance gaps and improvement opportunities.
• Analyse customer feedback and recommend actions to improve customer satisfaction and retention.
• Support partners in strengthening service operations, processes and customer experience.
• Monitor compliance with agreed operating standards, policies and procedures.
• Identify recurring operational and customer issues and coordinate appropriate corrective actions.
• Work closely with business partners to develop performance improvement plans.
• Analyse market trends and customer needs to identify aftersales growth opportunities.
• Support the introduction and implementation of relevant aftersales initiatives.
• Build strong working relationships with business partners and key stakeholders.
• Provide technical and operational support in resolving customer and partner issues.
• Prepare regular performance reports and management presentations.
• Share regional market intelligence, best practices and improvement opportunities.
• Support sustainable growth of the aftersales business across East Africa.

Requirements

• Bachelor's degree in Business Administration, Automotive Management, Engineering, Sales & Marketing or a related discipline.
• Minimum 5 years' relevant experience in automotive aftersales, service operations, dealer management, customer experience or a related field.
• Strong understanding of automotive aftersales operations and performance management.
• Experience working with dealers, distributors, business partners or large customer organisations.
• Regional East African experience would be highly advantageous.
• Strong commercial and analytical capabilities.
• Proven ability to manage and improve operational performance.
• Excellent relationship-management and communication skills.
• Strong negotiation, influencing and problem-solving skills.
• Ability to analyse performance data and translate findings into practical action plans.
• Strong presentation and reporting skills.
• Good knowledge of Microsoft Excel and PowerPoint; Power BI would be an advantage.
• Ability to work independently and across a regional, multi-cultural environment.
• Willingness to travel within the region as required.

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