Job Purpose
We are looking for a Head of After Sales to lead and grow Suzuki Vietnam's After Sales business across Service, Parts & Accessories, and Customer Care.
In this role, you will shape the After Sales strategy, strengthen dealer capability, improve customer experience and drive sustainable revenue and profitability across the nationwide dealer network.
You will work closely with internal functions and Suzuki's regional and global network to build a stronger, more customer-focused and high-performing After Sales organization.
Key Responsibilities
- Lead the overall After Sales business, covering Service, Parts & Accessories, and Customer Care, with ownership of revenue, profitability and business performance.
- Define and execute the After Sales strategy, priorities and KPIs to improve customer retention, dealer performance, service quality and sustainable growth.
- Strengthen the dealer network by improving standards, processes, capability, training and business performance management across nationwide operations.
- Drive customer experience and CRMinitiatives, including service reminders, retention and loyalty programs, customer feedback, complaint handling, CSI and NPS improvement.
- Improve dealer capability and business performance by diagnosing operational and commercial gaps, setting clear improvement actions, and driving turnaround plans for underperforming dealers to improve service quality, productivity and profitability.
- Identify key business issues, analyze root causes and turn insights into practical actions with measurable results.
- Provide clear management updates, business insights and recommendations to support timely decision-making.
- Partner closely with Sales, Marketing, Finance and other functions to improve the end-to-end customer ownership experience and overall company performance.
- Develop leaders and teams, building a strong, accountable and high-performing After Sales organization.
Qualifications & Experience
- Bachelor's degree in Engineering, Business Administration or a related field; a postgraduate qualification is a plus.
- At least 10 years of experience in automotive After Sales, including 5+ years in a senior leadership role.
- Strong background in dealer network management, Service, Parts & Accessories, and customer experience.
- Hands-on experience with CRM, customer data analytics and customer lifecycle management, with proven impact on customer satisfaction, retention and loyalty.
- Proven track record in driving revenue, profitability, KPI achievement and overall business performance.
- Demonstrated success in business improvement, dealer performance turnaround and organization development.
- Strong English communication skills and the ability to use business, financial and operational data to make sound decisions.
Leadership & Core Competencies
- After Sales Business Leadership - Strong understanding of Service, Parts & Accessories, Customer Care and dealer operations, with clear ownership of business results.
- Dealer Performance Leadership - Able to set high standards, influence dealer partners and drive measurable improvement in dealer capability and performance.
- Commercial & Strategic Acumen - Business-minded, customer-focused and able to translate strategy into priorities, actions and sustainable results.
- People & Organization Leadership - Builds strong teams, develops managers and creates a culture of accountability, collaboration and execution.
- Data-driven Decision Making - Uses customer, financial and operational data to identify issues, make sound decisions and influence stakeholders.
- Customer Experience & CRM Leadership - Able to turn customer insights and CRM data into actions that improve satisfaction, retention and loyalty.
- Strong leadership, commercial thinking, data-driven decision-making, and fluency in both English and Vietnamese.
Why Join Suzuki Vietnam?
- Make a real impact - Lead the After Sales business and contribute directly to customer experience, dealer performance and business growth.
- Work with flexibility - Enjoy flexible working hours and Work-from-Home arrangements that support a more flexible way of working.
- Cross-functional Exposure: Opportunity to work closely with senior management and key functions including Sales, Marketing, Finance and the nationwide dealer network.
- Connect globally - Opportunities for overseas business trips and collaboration with Suzuki's global and regional network.
- Learning & Career Development: Access to professional development opportunities, leadership development and exposure to Suzuki's regional and global practices.
- Attractive benefits - Competitive rewards and benefits, including a company-provided vehicle, together with long-term career opportunities at Suzuki Vietnam.