Aftersales Consultant

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

As an Aftersales Consultant, you will be a key contributor to the delivery of the Retail Fitness programme, working closely with dealers to improve workshop productivity, efficiency, and overall aftersales performance. The role focuses on analysing existing dealer processes, implementing targeted action plans, and driving continuous improvement to achieve agreed key performance indicators (KPIs).

Responsibilities

• Conduct comprehensive assessments of dealer workshops to identify performance gaps and opportunities for improvement.
• Develop and implement targeted action plans aligned to the customer's Playbook to enhance workshop productivity, efficiency, and operational effectiveness.
• Drive improvements across key focus areas of the complete aftersales customer journey including optimisation of workshop performance.
• Utilise MSX reporting tools to monitor, track, and report against key performance indicators (KPIs), providing clear monthly performance updates.
• Design and deliver tailored training plans to dealer teams to support sustained performance improvements and long-term capability development.
• Collaborate closely with the customer and other key stakeholders to align strategy, priorities, and next steps.
• Identify and escalate non-compliant dealers to customer stakeholders where required, supporting corrective action and programme governance

Qualifications

Experience

• Minimum of 3 years’ experience in the automotive trade in a Service Manager role (essential)
• Previous experience as an Area Manager, Aftersales Development Manager, or similar field-based role (desirable)
• Demonstrable experience directly engaging with OEM’s, NSC’s importers within an automotive environment (advantage)

Knowledge

• Strong understanding of dealer aftersales operations, including workshop processes, service delivery, and performance drivers
• Proven knowledge and experience in implementing and coordinating new processes within a dealership or field-based environment
• Ability to interpret key service performance indicators and translate them into clear, actionable improvement measures

Skills

• Excellent negotiation and influencing skills, with the ability to engage effectively at dealer management level
• Strong customer-focused mindset, demonstrating empathy, commercial awareness, and a solution-oriented approach
• Hands-on approach with strong practical relevance and persuasiveness
• High level of flexibility and willingness to travel extensively to support dealer engagement and programme delivery
• Effective written and verbal communication skills at all levels
• Proficient in time management and organisation          
• Excellent relationship building skills
• Numerical and analytical capabilities
• Computer literate, in particular MS Office

Additional Information

Working Pattern and Location

• 40 Hours per week
• Permanent
• Monday – Friday
• Hybrid work (80% of working week in dealer locations)
• Travel – Also required to attend clients HQ for stakeholder and team meetings

Package

• Competitive salary with Performance Related Bonus
• Company Car
• Laptop
• Mobile Phone
• Paid Business Expenses
• 25-day Annual Leave per year plus Bank Holidays
• Company Contributory Pension Plan
• Cashback Healthcare Scheme
• Life Assurance
• Car Salary Exchange Scheme
• Exclusive discounts on everyday purchases
• Exclusive discounts on car purchases
• Potential to progress within the company, with global opportunities updated regularly

About MSX

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Warranty & Technical
• Parts & Service
• Channel Management
• Customer Engagement
• Fleet & Mobility

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy. 

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.