Client Services & Strategy Director, Aftersales

Position Summary

The Client Services & Strategy Director, Aftersales will serve as the business owner for one of our most strategically important automotive OEM client relationships, with a dedicated focus on driving vision casting, intelligence, relationships with trust, growth, and excellence in delivery across the client's Aftersales division. This client-facing leadership position is responsible for partnering with the client to deliver solutions that grow their Aftersales business — including parts, service, accessories, customer retention, and owner loyalty initiatives — while overseeing the execution and day-to-day logistics of all associated programs.

In addition to leading the client relationship, this key team member will provide integral leadership in developing and implementing core strategies that achieve and surpass client expectations, revenue targets, and program goals within the Aftersales business unit. He/she will lead the broader project management team assigned to this client and be responsible for interfacing with internal departments — including creative and art, IT, video, and metrics and analytics — as well as outside partners that support the program.

Typical program components this role will lead include Aftersales growth strategy, dealer engagement and training initiatives, service and parts marketing programs, owner loyalty and retention campaigns, experiential activations, events, and performance analytics. This position requires daily client interaction and oversight of initiatives from strategy development through activation, execution, and performance reporting.

Responsibilities

• Serve as the primary strategic partner to the client's Aftersales leadership team, delivering consultative solutions that drive measurable business growth across parts, service, accessories, and owner loyalty
• Manage the client relationship to ensure the highest levels of satisfaction and a strong, ongoing consultative approach to all interactions
• Develop and present core Aftersales growth strategies that iterate and expand on the business as it currently exists, identifying new revenue opportunities within the division
• Continually look for opportunities to optimize programs to improve performance, dealer participation, and customer retention metrics, and to exceed client goals
• Supervise all program-related staff and activities to ensure work is completed in a timely, efficient, and effective manner within budget, per the details of various client contracts
• Contribute to the growth and profitability of the Company through successful management and expansion of Aftersales programs and scope
• Ensure the Company is meeting or exceeding client expectations at every level of the engagement
• Provide leadership for the assigned cross-functional Project Team
• Remain fully immersed in the client's brand, product portfolio, dealer network, and Aftersales business drivers
• Travel domestically to project locations, client headquarters, and dealer events 4–5 times per year
• Perform other duties as assigned by supervisor

Qualifications

• Bachelor's degree in Marketing, Business, Advertising, or equivalent years of experience
• Minimum 7+ years of experience in a client-facing leadership role, with demonstrated experience serving automotive OEM clients (Aftersales, parts and service, or dealer-facing experience strongly preferred)
• Proven track record of growing client business through strategic account leadership and consultative selling
• Effective communication and excellent facilitation and presentation skills, with the ability to present to senior client stakeholders
• Ability to manage remote and cross-functional teams
• Strong analytical and problem-solving skills, with comfort interpreting Aftersales KPIs (RO counts, parts revenue, retention rates, customer pay vs. warranty mix, etc.)
• Comfort with KPIs, goals, and performance data
• Extensive Office 365 knowledge (Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint)
• Ability to engage personnel at all levels (including senior management) and respond to questions and concerns in a positive, solutions-oriented manner
• Ability to work well under pressure and meet deadlines
• Must be flexible and able to respond confidently to changes based on the needs of the business