Divisional Aftersales Manager

About the role

Goddard Enterprises Ltd (GEL), a multinational group with a presence in 27 countries, is looking for a Divisional Aftersales Manager for its Automotive Division. The division includes authorized dealerships for Nissan, Hyundai, GAC and Chery brands in Barbados, Jamaica, St. Lucia and St. Vincent, plus a rental car company, and offers genuine parts, service workshops, body shops, tire services and vehicle battery manufacturing and retail. The role reports to the Divisional Chief Executive Officer - Automotive.

Key responsibilities

• Act as the main regional liaison between the dealership network and OEM aftersales teams, ensuring compliance with OEM standards, audit requirements and brand KPIs, and prepare regular reports for senior management.
• Coach and develop Service Managers and technical teams, support succession planning and build a performance culture focused on accountability, technical excellence and customer experience.
• Develop and standardize a divisional service core process, monitor CSI results and drive customer retention and loyalty.
• Serve as the primary point of technical escalation, liaise with OEM technical teams on bulletins, recalls and special tools, and support root-cause analysis of recurring issues.
• Manage the divisional warranty process, including claims, audits, disputed claims and training on claims procedures.
• Own regional aftersales KPIs (CSI, retention, absorption, productivity, parts and labour sales, gross margin), lead budgeting, forecasting and cost control, and support performance reviews and capacity planning.
• Develop and run a technical training plan, coordinate OEM training, identify skills gaps and mentor in-country trainers.

Required profile

• Bachelor's degree in Business, Engineering, Automotive Technology or equivalent automotive technical experience.
• 7-10 years of progressive automotive technical, training or warranty experience with regional, divisional or multi-site responsibility.
• Proven experience designing and delivering technical training in a dealer group setting.
• Strong analytical, problem-solving and communication skills, and willingness to travel.

Required skills

• Working knowledge of OEM technical standards, warranty systems and diagnostic platforms.
• High proficiency with DMS platforms, OEM diagnostic tools and Microsoft Office.