Head of Aftersales at CIG Motor Ltd

Job Summary: 

• The Head of 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. 

Key Responsibilities:

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. 
• Analyse 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) 

Requirements

• Bachelor’s degree in Mechanical/Automotive Engineering, Business Administration, or related field. 
• Minimum of 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.