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Director of Client Services

Apply now Job no: 493315
Work type: Full Time - Permanent
Location: Various (West Midlands / South Wales)
Categories: Quality

Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch, beautifully expressed line, and the stirring noise of our engines, is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.

Job Purpose

Reporting to the VP for Quality & Total Customer Satisfaction, the Director of Client Services Aftercare will provide a combination of strategic thinking and hands on management to take Aston Martin’s After Sales operation to the next level. This will require the vision and experience to define success, the ability to drive change and the credibility and inclusive leadership style that can carry multiple audiences, including a department of 19, a dealer network of 166+ , Regional teams, Engineering, Manufacturing, Quality and the Executive Team. Importantly this also includes Aston Martin’s customers worldwide.

Main Responsibilities & Tasks

  • Be ‘the voice of the customer’ in all aftersales issues.
  • Manage customer experience through provision of technical support, goodwill and concern management.
  • Provide fast, efficient support for the global Dealer network, Regional Offices (UK, Europe, Asia, Middle East, China, Americas), Approved Body Repairers and customers.
  • Actively support future Product Development programmes ensuring best in class aftersales policies and procedures.
  • Develop efficient, cost effective systems and processes to deliver fast, efficient and repeatable results using the latest technology, applying innovation and development to support the Second Century Plan.
  • Provide first line technical support for Dealers and Regional Teams.
  • Working closely with internal specialists in Quality, Engineering and Manufacturing to deliver accurate diagnosis and right first time solutions to complex technical issues. Drive continuous improvement in knowledge, communication and product development.
  • Originate all in-house technical publications using the latest technology and define and implement forward strategy.
  • Manage all aspects of Manufacturer’s Warranty, Extra Cover Warranty and Emergency Recovery Services worldwide.
  • Develop and maintain first class Technician, After Sales and Warranty Training programmes for Dealers and Body repairers. Support local initiatives such as conferences, technical forums and service clinics. 
  • Maximize functional efficiency and business opportunity with budget and business plans.
  • Deliver and maintain service level excellence to the Dealer network on all aspects of Technical support.
  • Formulate and agree budget inputs, capital expenditure and headcount planning for Client Services Aftersales.
  • Define objectives and strategies for each business area – Aftersales Technical Services, Technical Publications, Warranty, Field Support, Customer Service, Warranty (all direct reports, departmental headcount, managed purchased services, and regional Aftersales colleagues).
  • Define Aftersales I.T. requirements and strategy, and work in partnership with them on strategy implementation and development.
  • Close liaison with Finance team to identify and deliver financial results, and to identify and deliver tasks wherever possible.
  • Control of fixed and variable overheads, cost of sales spend and inventory dimensions.
  • Implement Aftersales product development and Marketing strategies.
  • Aftersales compliance with all Audit/MCRP issues and ISO accreditations.
  • Manage global recall activity ensuring compliance in all markets.
  • Support of ‘Car for Life’ policy.
  • Motivate, develop and train an effective Aftersales team who are able to fully support the objectives of the Department, including succession planning and an appropriate skills matrix in all areas.

Qualifications & Experience

We are expecting that, in order to deliver the above, you will be able to demonstrate the majority of the following skills & experience.

  • Educated to degree level or equivalent with experience in leading teams, and the development of business models.
  • Highly developed Business acumen.
  • Capability to interface at all levels, including customers.
  • Experience of working within a global arena and multicultural environment.
  • Experience of managing customer service and satisfaction, both in terms of retail customers and Dealers. Established insight into customer expectations of High Net Worth Individuals/luxury product environment advantageous
  • Understanding the relationship between Owner, Dealer and Manufacturer.
  • Experience of working within a global arena and multicultural environment.
  • A proven ability to hold full P+L responsibility and to deliver financial improvements.
  • Strong presentation skills.
  • Project Management skills.
  • Full understanding of the Aftersales functions.
  • Systems development proficiency.
  • Flexibility in support of managing a team with global responsibility and the regular need to support calls and contact worldwide.


  • Negotiable base salary in line with experience (from £80K).
  • Bonus of up to 30%.
  • Access to up to 3 cars via our privilege lease scheme (mix of car choices available subject to the car policy, one of which can be an Aston Martin).
  • Contributory pension scheme – Employer contributions are 3% for years 1 & 2, rising to double matched contributions from year 3 to a maximum of 12%.
  • 26 days annual leave + statutory bank holidays.
  • Private Medical – Family Cover.
  • Private Dental Plan – Single Cover.
  • Travel insurance – family cover
  • Cash plan policy
  • A wide range of discounts with associated partners.

How to apply

There really has never been a better time to join Aston Martin Lagonda, with strong financial results, a significant growth plan in place, a new site nearing completion and arguably the strongest model line up in the Company’s history.  So if you feel ready to take the next exciting step in your already successful career and become part of the AML family, apply today for consideration.

Please click on the 'apply now' button to submit your application.

PLEASE NOTE: We reserve the right to close the vacancy to applications earlier should we receive sufficient applications.

Advertised: GMT Daylight Time
Applications close: GMT Daylight Time

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