Aftersales & Service Excellence Senior Manager (Automotive)

Visit us at www.carro.co

• Join the region’s largest online automotive marketplace with offices in 6 countries.
• Firsthand experience at reshaping the automotive industry using the latest technologies such as AI and machine learning
• Formal and informal learning and development programmes to support your growth and career progression.
• Comprehensive benefits including medical, insurance and wellbeing.
• Learn from some of the most experienced mentors in the technology and automotive space.
• Meet and interact with colleagues from all around Asia.
• Pursue opportunities to work at departments in other countries and regions.
• Diverse and inclusive working environment with modern workspaces.
• Fun and engaging employee events, initiatives, and celebrations.

The ideal candidate must possess excellent communication and coordination skills, with the ability to drive cost reduction initiatives, improve workflow efficiency, expand external business revenue, and manage cross-departmental operations effectively.

Key Responsibilities

• Develop and implement strategies to reduce refurbishment costs from the current average cost per unit.
• Monitor refurbishment quality, vendor performance, and workshop efficiency to ensure cost optimization without compromising standards.
• Analyze refurbishment processes and recommend operational improvements and cost-saving initiatives.

• Manage and optimize PDI operations to significantly reduce overall PDI costs per unit.
• Ensure all vehicles meet company quality and delivery standards before handover.

• Drive aftersales attachment rate growth of year-on-year in line with company growth and attachment objectives.
• Drive external revenue contribution by onboarding more external aftersales and fleet customers.
• Lead business development initiatives
• Build and maintain strong relationships with external leasing companies, dealers, fleet customers, workshop partners, and related stakeholders.
• Identify new revenue opportunities and expand workshop service offerings.

• Oversee accident claim processes, including claim submissions, repair coordination, documentation, and follow-up with insurance companies and customers.
• Ensure timely and accurate accident repair assessments, approvals, and repair completion.
• Drive growth in accident repair business and maintain strong relationships with insurance adjusters and claim-related stakeholders.
• Monitor claim turnaround time and ensure high customer satisfaction throughout the repair process.

• Lead and support the transition of workshop operations to support EV and hybrid vehicle servicing.
• Ensure workshop readiness, tooling, process improvements, and team capability development for EV/hybrid servicing standards.

• Design and implement customer re-engagement flows to improve customer lifetime value (LTV) and second-visit conversion rates.
• Ensure high service standards and customer satisfaction across all workshop touchpoints.

• Maintain healthy business fundamentals, including:
• Cashflow stability.
• AR/AP management.
• Concentration risk monitoring.
• Customer churn management.
• Monitor operational KPIs, profitability, and cost performance across workshop operations.
• Prepare operational reports, forecasting, and business performance analysis for management review.

• Drive regional operational standardization for Carro Care across Singapore and Malaysia.
• Ensure alignment of workshop SOPs, customer experience standards, operational processes, and reporting structures across regional operations.

Founded in 2015, Carro is Southeast Asia's largest online used car marketplace. By offering a trustworthy and transparent experience, Carro transforms the traditional way of buying and selling cars through proprietary pricing algorithms, AI-enabled capabilities, and innovative technological solutions.

For more information, please visit: www.carro.co