About the Role : The Head of Aftersales – Electric is pivotal in overseeing seamless after-sales service delivery. This position focuses on maintaining and enhancing customer usage of the ECOA IC through strategic leadership, operational excellence, and team management. The role involves establishing efficient systems and processes while fostering a customer-centric culture to ensure customer retention. The ideal candidate will combine strong customer focus with technical understanding and commercial acumen, excelling in a target-driven environment to deliver exceptional service and sustainable growth.   Roles & Responsibilities: Strategic Leadership: + Develop and implement a comprehensive Aftersales Strategy aligned with business growth objectives and customer needs. + Establish optimal ratios of customer base to swap centers, ensuring accessibility and convenience for customers. + Design and operationalize robust policies and processes to streamline after-sales operations across all regions. + Lead a proactive, dynamic planning process to align operational capacity and team capability with organizational goals. + Identify and implement opportunities for efficiency and profitability improvements within the department. + Ensure seamless coordination with internal teams and external partners to implement efficient processes and achieve key success metrics, enhancing customer satisfaction and retention. Team Management: + Lead, mentor, and manage a diverse Aftersales team, including country aftersales team, close looping team, ticketing team + Set clear, measurable targets and KPIs for team members to drive accountability and performance. + Recruit, train, and resource regional and in-country Aftersales teams to meet expanding business needs. + Foster a culture of continuous improvement, collaboration, and innovation within the team.   Operational Excellence: + Ensure all warranty and swap work complies with established processes, delivering reliable and consistent service to customers. + Manage technical support escalations/tickets, providing timely and effective solutions for internal and external clients. + Drive swap process adherence and flag any breaches to owners for resolution. + Develop innovative solutions to design challenges, balancing cost, quality, and performance constraints. Communication Skills: + + Strong verbal and written communication skills, with the ability to effectively liaise with stakeholders, negotiate with partners, and provide clear direction to teams. Customer Focus: + Establish a robust feedback mechanism to gather and analyze customer insights/Voice of the customer, driving service improvements and innovation. + Ensure exceptional service levels by minimizing turnaround times and enhancing swap process + Build strong relationships with customers, fostering loyalty and long-term engagement with ECOA products.   Key Performance Indicators (KPIs): + Swap Speed: Time taken from claim initiation to swapped product delivery. + Swap Accessibility: Maintain an optimal ratio of Swap locations to the regional customer base, ensuring customers can easily access service. + Swap Quality: TAT, failure rates, and customer complaints. + Customer Effort: Steps/time to file claims and ease of process feedback. + Customer Satisfaction: CSAT surveys, complaint trends, and NPS. + Cost of Swap: Average cost per swap and actual vs. budgeted costs. + Swap Backlog: Monitor and reduce the volume of pending swap requests + Daily Stock Metrics: Swap stock levels, items in transit, and warehouse inventory. + Process Time: Stage-by-stage timing from claim to warehouse delivery. + Forecasting: Predict swap stock needs using trends and seasonal factors. + Swap Stock Issues: Faulty swapped items and returns analysis. + Repossessed Stock: Reuse rates of returned products vs. swap needs. + Real-Time Tracking: Documentation compliance and process accuracy. + Operational Costs: Warranty and aftersales cost monitoring. + Reporting: Metrics for wins, gaps, and support needs. + Self-Audits: Internal checks to ensure compliance and efficiency Skills and Experience : Education: + + Bachelor’s degree in a relevant field such as Business Administration, Business Management, or a related technical discipline. Experience: + + 5-7 years experience, including a minimum of 4 years in a similar leadership role. + Proven success in managing after-sales services within a target-driven environment, experience in the PAYGO will be an added advantage. + Demonstrated experience in process improvement and change management to enhance operational efficiency. Skills and Competencies: + + Leadership: Strong leadership and people management skills, with the ability to inspire and drive high-performing teams. + Customer Focus: Exceptional ability to understand and address customer needs, building long-term  loyalty. + Communication: Excellent verbal and written communication skills, with the ability to interact across organizational levels. + Analytical Thinking: Strong analytical skills for data interpretation, reporting, and decision-making . + Technical Expertise: Familiarity with technical product manuals, engineering diagrams, and swap processes. + Software Proficiency: Proficient in Microsoft Office Suite and Customer Relationship Management (CRM) software. + Organizational Skills: Ability to manage multiple projects and priorities effectively, ensuring timely delivery of objectives. + Experience in setting up and managing swap centres. + Background in implementing training programs and evaluating their effectiveness. + Familiarity with health and safety regulations related to technical & swap environments.   + + Results-oriented with a strong drive to meet and exceed performance expectations. + Inquisitive mindset with an eye for detail, striving for innovation and continuous improvement. + Passion for social enterprise, environmental sustainability, and people development. + High level of discretion and confidentiality in handling sensitive information. + Ability to work independently and collaboratively in a fast-paced environment.                                                  Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).     Powered by JazzHR