Lotus UK
Director of Aftersales Operations
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Lotus Cars builds world-class, high-performance and lightweight sports cars that are sold all around the world.
To bring the company to the level we want it to be, we are looking for a Director of Aftersales Operations in the Group aftersales Department to join us in our Global Commercial site based in Coventry.
What You’ll Do
As Director of Aftersales Operations, you will lead the complete aftersales operation across our authorised dealer network in the UK and Europe.
You will have overall responsibility for driving a high-performing, commercially successful and customer-focused aftersales business, balancing revenue and profitability with dealer capability, service quality and customer satisfaction.
You will:
- Develop and deliver the UK & European aftersales strategy, aligned with wider Group and global objectives.
- Take ownership of aftersales P&L performance, including revenue, margin, parts sales, workshop revenue, warranty costs and operating expenditure.
- Set clear performance standards and KPIs across the dealer network, using data and insight to identify opportunities and drive improvement.
- Build strong relationships with dealer principals and senior dealer leadership, including regular performance reviews.
- Lead dealer audits and performance improvement plans, supporting underperforming sites to improve capability and profitability.
- Drive improvements in workshop utilisation, parts performance, first-time-fix rates and overall dealer performance.
- Own warranty governance, cost control and compliance, while ensuring effective management of claims, technical issues and failure trends.
- Lead technical service activity, including technical bulletins, service campaigns, recalls and dealer technical support.
- Champion the development of EV/BEV aftersales capability, including diagnostics, high-voltage systems and technical training.
- Own customer experience measures including NPS, CSAT and complaint escalation, ensuring systemic issues are identified and resolved.
- Lead, develop and motivate the aftersales leadership team, creating a high-performing culture with clear objectives and accountability.
- Work collaboratively across Sales, Marketing, Finance, Legal, HR, Supply Chain, Product, Technology and European HQ.
- Represent the organisation with dealers, industry stakeholders and relevant UK & European aftersales forums.
What We’re Looking For
We are looking for an experienced automotive aftersales leader who combines strong commercial judgement with a genuine focus on customers, dealers and operational excellence.
You’ll ideally bring:
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- Significant automotive aftersales management experience within a vehicle OEM or large automotive dealer group.
- Senior leadership or Director-level experience.
- Proven P&L management experience, with a track record of delivering revenue, margin and cost-control targets.
- Strong knowledge of dealer operating models, aftersales performance management, audits and improvement programmes.
- Experience managing dealer network KPIs and turning around underperforming operations.
- Strong commercial negotiation and stakeholder management skills.
- Experience across warranty, technical service, parts, workshop operations and customer experience.
- A strong understanding of vehicle maintenance and repair and, ideally, EV/new energy vehicle aftersales.
- Excellent analytical and data-driven decision-making skills.
- Strong leadership and people-development capability.
- The ability to influence and collaborate effectively across multiple functions and countries.
- A willingness and ability to travel across UK and European dealer locations.
- Fluent English. Mandarin would be advantageous.
- A Bachelor’s degree or above in Automotive Engineering, Business Administration or a related discipline is preferred.
What Success Looks Like
In this role, success will be measured by the strength and performance of the overall aftersales operation.
You’ll be successful when you have:
- Delivered agreed aftersales revenue, gross margin, contribution profit and OPEX targets.
- Improved dealer profitability and performance across the network.
- Increased workshop utilisation, parts uptake and first-time-fix performance.
- Improved customer NPS and CSAT while reducing complaint escalation and repeat repairs.
- Established consistent, data-driven aftersales processes, governance and KPI reporting across the network.
- Strengthened warranty governance and maintained appropriate cost and compliance levels.
- Increased EV/BEV capability, technical expertise and service readiness across the dealer network.
- Delivered effective dealer audits and measurable improvement plans for underperforming sites.
- Ensured technical campaigns, recalls and safety actions are delivered accurately and within required timescales.
- Built a strong, capable and high-performing aftersales leadership team.
- Developed an aftersales proposition that strengthens customer loyalty, dealer capability and long-term commercial performance.
Why Join Us?
This is a significant leadership opportunity to shape and develop the aftersales operation across the UK and Europe at an important stage of the organisation’s growth and transformation.
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You will have the opportunity to influence strategy, build dealer capability, improve the customer ownership experience and help shape the future of aftersales, including our transition to EV and new energy vehicles.
Additional Information
We reserve the right to close this advert early if we receive a sufficient number of applications, so we encourage interested candidates to apply as soon as possible.
Closing date: Friday 11th September 2026
The role involves regular travel across the UK and Europe.
What we offer:
- In addition to a competitive salary, you will have access to the following benefits:
- 25 days’ holiday plus bank holidays.
- Pension scheme access.
- Annual bonus - non contractual.
- Private Healthcare.
- Access to the Employee Car Ownership Scheme.
- Group income protection based on length of service.
- Family Friendly policies.
- Exclusive Employee discount, wellbeing and recognition platform #ForUSLOT.
Additional Information:
This role will be working from our Coventry office. This role will be working on-site, full time.
Frequent travel might be required to visit different entities. Applicants must therefore possess the ability to travel freely without restrictions.
Our Company:
Group Lotus is a leading sports car manufacturer with a 75-year long history of iconic designs, groundbreaking engineering and legendary victories on the F1 track. Today we are transforming into a truly global performance car brand focused on the electrical future. In 2022 we launched the Eletre, the world’s first all-electric hyper-SUV, and in 2023 Emeya, our fully-electric Hyper-GT.
As part of the Lotus team, you push boundaries. Those of the car industry and of your own. Every member of the Lotus family has some of the pioneering mindset of founder Colin Chapman in them.
We're not just a car company; we're a diverse mix of talent from all walks of life. At Lotus, we firmly believe that diversity and inclusion are not just buzzwords but essential pillars of a thriving and successful organization. We welcome applications from individuals of all backgrounds and are dedicated to providing reasonable adjustments during the interview process. If you require any special assistance or adjustments, please let us know in advance so we can ensure a fair and accessible interview experience. Our goal is to create an environment where everyone can thrive.
Do you want to know what Sophisticated, Rebellious and Pioneering mean for Lotus? Come and take a look at our career site and join the incredible adventure:
STEP OUTSIDE THE ORDINARY - Lotus Cars
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