Assistant General Manager – After-Sales & Customer Experience

Hiring company: EV Motors Bahamas Source: LinkedIn Bahamas The Assistant General Manager – After-Sales & Customer Experience provides strategic and operational leadership for EV Motors’ After-Sales business and customer ownership experience, reporting directly to the General Manager. The position has management oversight of Service, Parts, Warranty, Collision and After-Sales Customer Care and is accountable for ensuring these functions achieve agreed customer, operational and financial objectives. Departmental managers remain responsible for the day-to-day management of their respective functions. The AGM leads through these managers, establishes performance expectations, monitors results, removes operational barriers and ensures corrective action is implemented where required. A central objective of the role is to make After-Sales and the customer ownership experience a competitive advantage for EV Motors. Key Accountabilities • Provide overall leadership of the After-Sales organization and establish clear objectives, KPIs and accountability for each department. • Lead through departmental managers and hold them accountable for agreed customer, operational and financial results. • Provide the General Manager with clear and timely visibility into After-Sales performance, key risks, customer concerns and corrective actions. • Champion the customer ownership experience and ensure high standards of service, communication and responsiveness. • Maintain senior oversight of significant or unresolved customer issues and ensure timely resolution. • Ensure effective performance across Service, Parts, Warranty, Collision and After-Sales Customer Care. • Oversee KPI tracking, weekly and monthly performance reviews, operational reporting and corrective action plans. • Maintain oversight of critical cases, aged vehicles, repeat repairs, major parts delays and aged collision cases. • Be accountable for After-Sales revenue, profitability, budget performance and cost management. • Work with departmental managers to improve service and parts performance, warranty recovery, productivity, inventory efficiency and customer retention. • Monitor recurring technical, warranty, parts and product-quality issues and ensure appropriate escalation to OEM partners. • Develop strong departmental managers and support appropriate staffing, training and technical capability across ICE, Hybrid, PHEV and EV technologies. • Drive continuous improvement through KPI trends, operational data and customer feedback. Requirements • Minimum of 5–7 years of progressively responsible automotive dealership, After-Sales, service or related operational management experience. • Significant automotive dealership or After-Sales management experience. • Demonstrated experience leading managers across service, parts or related automotive functions. • Experience managing departmental budgets, profitability and operational performance. • Strong customer relationship and service-recovery capabilities. • Demonstrated ability to manage through KPIs, dashboards, structured reporting and accountability. • Strong commercial, financial and analytical skills. • Excellent leadership, communication and problem-solving ability. • Ability to operate effectively as a senior second-level leader, providing oversight through departmental managers while maintaining accountability for overall results. • OEM/franchised or multi-brand dealership experience preferred. • EV, Hybrid and PHEV experience desirable.