About this role
Aftersales Manager
Location: Macau
Job Details: Onsite - Full Time
Do you want to develop world-class skills, build a brilliant career, and thrive within a highly supportive team? Join Inchcape Greater China, part of Inchcape’s global network.
You’ll play a key part in growing a global business that’s transforming our industry, working with the world’s leading automotive brands, and delivering great experiences for our customers.
Our Aftersales team is seeking an Aftersales Manager to join our team in Macau. In this position you will be responsible for leading all aspects of the company’s aftersales service business across the retail network in Macau. This includes service operations, customer experience, technical performance, warranty governance, body & paint operations, productivity, digitalisation of service processes, and overall profitability. The role ensures operational excellence, brand standards compliance, and continuous improvement across all service centres to drive customer loyalty and long-term business growth.
What you'll do
Strategic Leadership & Business Planning
- Develop and execute the aftersales retail service strategy aligned with corporate and OEM objectives.
- Lead annual budgeting, forecasting, and long-range business planning for service operations.
- Drive network infrastructure planning, including capacity expansion, workshop layout optimisation, and facility upgrades.
- Review & formulate business strategy according to latest market trend and customer demands.
Retail Service Operations Management
- Oversee daily operations of all service centres to ensure efficiency, safety, and productivity.
- Set and monitor KPIs including throughput, SPI, labour & workbay utilisation, parts availability, turnaround time, and service margin.
- Implement operational excellence frameworks (Lean, Kaizen, 5S) across the network.
- Ensure strong cooperation between sales, service, parts, warranty, technical, customer relations and BDC teams.
Customer Experience & Quality Management
- Champion customer-centric culture across all service locations.
- Ensure high Reputation/NPS performance and manage customer feedback systems.
- Implement standard operating procedures to maintain consistent service quality and brand standards.
- Lead Fix-It-Right, root-cause analysis and improvement plans for service quality issues.
People Leadership & Capability Development
- Lead, coach, and develop Service Managers, Supervisors and frontline teams.
- Create talent development pipelines for technicians, advisors, and leaders.
- Define performance standards, conduct reviews, and drive accountability.
- Promote a culture of safety, compliance, engagement, and continuous learning.
Financial Management & Profitability
- Own the full P&L responsibility for service operations.
- Maximise labour revenue, enhance productivity, and optimise cost control.
- Improve workshop efficiency through capacity planning, technician productivity, and process optimisation.
- Identify and implement new revenue streams (e.g., service packages, value-added products, charger products, non-UIO services).
Warranty, Technical, and Compliance Oversight
- Ensure strict compliance with OEM warranty, repair standards, and audit requirements.
- Collaborate with OEM technical teams on product quality, campaigns, and field fixes.
- Maintain high levels of technical competency and diagnostic capability across the network.
Cross-Functional & OEM Collaboration
- Act as the primary interface with OEM aftersales leadership for service strategy, warranty, standards, and quality actions.
- Work closely with all business partners - Sales, Marketing, Parts, Finance, and HR to ensure alignment across the customer
About you
To be successful in this role, you will be:
- Bachelor’s degree in Automotive Engineering, Business Administration, Operations Management, or related fields; MBA / Master Degree advantage.
- Minimum 10 years of automotive experience with at least 5 years in a leadership role .
- Strong leadership skills with experience managing and motivating cross-functional teams in a complex, multi-brand environment.
- Proven track record in managing multi-site service operations in an OEM or distributor environment
- Strong business acumen with P&L management experience.
- Excellent communication, interpersonal, and stakeholder management skills, with the ability to influence at all levels of the organization.
- Experience in change management and leading large-scale operations is highly desirable.
- Excellent leadership, communication, and stakeholder management skills.
- Experience with Lean, Kaizen, or other operational excellence methodologies is an advantage.
We offer you
- Benefit from clear career paths, continuous learning opportunities including technical training with Toyota.
- Enjoy extra leave days including a birthday off to celebrate on your terms.
- Access comprehensive health and life insurance.
- Enjoy exclusive colleague perks, including discounts on vehicle purchases and more.
About us
Inchcape is the leading global automotive distributor operating in 39 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.
Our diverse global team of over 17,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more visit www.inchcape.com
Inchcape Greater China is the sole distributor in Hong Kong and Macao for several renowned global motor vehicle brands including Toyota, Lexus, Land Rover, Jaguar, Maxus and Hino in Hong Kong and Macao.
Inchcape Greater China carries a comprehensive spectrum of vehicles including passenger vehicles and commercial vehicles, trucks, light goods vehicles, heavy goods vehicles, Hiaces, mass transportation tools, such as taxis and coasters, serving different sectors as well as millions of passengers and commercial customers and connected to the life of every citizen .
Learn more about Inchcape Greater China click Inchcape Greater China| LinkedIn
Start your journey
If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. You might be the perfect fit we’re looking for. Join our team and become part of a leading global automotive company that is transforming tomorrow, together.
Opportunity for everyone
Inchcape actively encourages applicants from all identities, backgrounds, and experiences, helping ensure our workforce is representative of the global communities we operate in. Click here to learn more about our commitment to Inclusion and Diversity.
Additional information request
Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.