After Sales Director
Role overview
Duties & Responsibilities Strategy & Planning
- Leads participation in the yearly business plan meeting to set forth the Jeep & Alfa Romeo After Sales strategic
objectives, in alignment with Stellantis' standards. Presents the After Sales results to the Brand General Manager and senior management on a quarterly basis, outlining achievements versus plan and challenges and suggestions for improvements.
- Sets the standards and performance measures of the After Sales department in line with the company's strategic
direction, and cascades it down to the direct reports and monitors their timely implementation, ensuring the achievement of the set objectives. Budget & Policy Governance
- Reviews and approves the annual After Sales budget plan for the overseen department (i.e., Services budget, and
spare parts), ensuring alignment with the company's vision and strategies, and submits to the Brand General Manager for final approval.
- Reviews his department's operational policies & procedures manual, and monitors their ongoing implementation.
Incorporates all changes upon their occurrence, and ensures clear communication of those changes to the relevant departments. Performance Monitoring & Reporting
- Reviews and approves all the periodical reports generated from the Services, Spare Parts and Customer Care
Departments, analyses them versus performance measures and provides recommendations accordingly.
- Reviews Customer Service reports on a monthly basis, and ensures that corrective initiatives identified for the
improvement of service quality are being efficiently and timely implemented. People & Talent Management
- Approves the yearly Technical Training Plan submitted by the Training Manager, from a budgetary and requirements
aspect. Ensures implementation of the approved Plan and reviews the technical skills inventory quarterly report, providing corrective actions and recommendations for improvement.
- Approves the monthly Bonus Systems of the After Sales Staff submitted by the After Sales Manager and Spare Parts
Manager.
- Conducts performance appraisal sessions of his direct reports in due time. Reviews and approves the performance
appraisals conducted by his first liners to their subordinates, ensuring a timely, efficient, and objective Performance Management process. Marketing & Stakeholder Relations
- Prepares, in cooperation with the Marketing Manager, the After Sales programs including the design and
production of communication material, ensuring adherence to the company's corporate identity.
- Maintains a professional and strategic relationship with Stellantis and key Spare Parts suppliers.
Requirements
- Bachelor's degree in Mechanical Engineering.
- Strategic planning and the ability to translate brand/business objectives into an after-sales action plan.
- •Strong P&L and budget management skills.
- •Stakeholder management — comfortable engaging Stellantis, senior management, and cross-functional department
- heads (Finance, Marketing, Training).
- •Leadership and people development — coaching, performance management, succession planning.
- •Data-driven decision-making — able to read service/parts/customer KPIs and act on them.
- •Customer experience orientation, with a focus on retention and loyalty programs.
- •Negotiation skills, particularly with spare parts suppliers and service contracts.
- •Strong knowledge of automotive after-sales processes, warranty, and technical training frameworks.
- •Excellent communication skills in Arabic and English.
- •Proficiency with after-sales/CRM systems and reporting tools.
- Academic & professional qualifications:
- •10+ years of progressive experience in automotive after-sales (Services, Spare Parts, Customer Care), including at
- least 5 years in a senior after-sales leadership role.
- •Proven experience managing after-sales operations across multiple showrooms/service centers for a brand or brand
- group.
