Head of Customer Care and After Sales

About the role

The Head of Customer Care and After Sales will lead General Motors' CCA function in Egypt. Reporting directly to the GM office, the role is responsible for shaping the after‑sales strategy, enhancing customer experience, and driving parts revenue and profitability.

Key responsibilities

• Develop and execute a CCA strategy aligned with regional and global priorities.
• Lead customer experience initiatives across the service network and drive service retention at all MAC locations.
• Oversee warranty, technical support, and dealer technician training to ensure operational efficiency.
• Manage field service operations, service campaigns, and dealer performance monitoring.
• Grow the parts business (wholesale, retail, IAM) and expand the ACDelco brand.
• Lead product and business development for special applications, tires, lubricants, e‑commerce, and export opportunities.
• Supervise after‑sales marketing, CRM, contact‑center, and roadside‑assistance operations.
• Build, develop, and energize the CCA team, fostering engagement and a strong leadership bench.

Required profile

• Bachelor’s degree in Engineering or Business (MBA preferred).
• 7‑10 years of experience in automotive after‑sales, service operations, or parts management.
• Minimum 3 years in a senior leadership position.
• Proven track record in service retention, parts revenue growth, and warranty management.
• Strong understanding of service‑lane economics, parts supply chain, and CX metrics (NPS, CSI, retention).
• Experience in aftermarket business development and strategic project management.
• P&L management experience with solid commercial acumen.
• Fluent in English and capable of stakeholder management across MAC, regional, and global teams.

Required skills