SSA Aftersales Manager – East Africa
| Location | Kampala, Uganda |
| Date Posted | June 27, 2026 |
| Category | Management Sales and Marketing |
| Job Type | Full-time |
| Currency | UGX |
Description
Job summary
Provision of a specialised After Sales consulting service, impart coaching expertise and actively drive interventions within relevant Sub-Saharan markets to ensure the achievement of strategic After Sales objectives, i.e., Customer Satisfaction, After Sales Growth and Profitability, Service Quality, Reduction of Repeat Repairs (Right First Time). These areas complement one another, and improving them will lead to satisfied Customers, profitable markets, and growth in our after-sales business.
Min Qualification:BachelorsExperience Level:Mid levelExperience Length:5 yearsLanguage Requirement:EnglishWorking Hours:Full Time - 8 to 5Applicant Location:Uganda
Job descriptions & requirements
1. PURPOSE OF POSITION
• Provision of a specialised After Sales consulting service, impart coaching expertise and actively drive interventions within relevant Sub-Saharan markets to ensure the achievement of strategic After Sales objectives, i.e., Customer Satisfaction, After Sales Growth and Profitability, Service Quality, Reduction of Repeat Repairs (Right First Time). These areas complement one another, and improving them will lead to satisfied Customers, profitable markets, and growth in our after-sales business.
• Responsible for effective planning, management, and control of relevant Sub-Saharan markets to ensure achievement of After Sales KPIs.
• Actively drive interventions to improve the overall market’s Parts Sales Performance.
2. KNOWLEDGE AND EXPERIENCE
2.1 Education Qualifications
• A recognised National Bachelor’s degree/diploma in Engineering/ Commerce.
• An additional qualification in Business Management, Sales, or Marketing will be considered advantageous .
2.2 Core Work-Related Experience
• A minimum of 5 years’ Motor Industry After Sales experience, in relevant Sub-Saharan African markets.
• Soft skills required: fast adaptability, flexible, versatile, and very curious in nature
• Previous automotive retail/ field experience advantageous.
• A sound understanding of the After Sales business in relevant Sub-Saharan African markets is essential. This includes operating procedures, business management practices, and Parts Wholesale.
• A sound understanding of the relevant Sub-Saharan market conditions and customers.
• Good motor vehicle technical knowledge will serve as an advantage.
• Have knowledge and understanding of financial and project management principles in planning for new markets, onboarding, and growth.
• Roles based in the region
• Must be able to travel nationally and internationally in the normal ambit of the role, covering market visits and consultations.
2.3 Core Skills
• Ability to coach, mentor, and motivate the achievement of After Sales objectives.
• Extensive Volkswagen technical product and systems knowledge.
• Fluency in French, Portuguese, and Swahili highly advantageous.
• Self-starter and innovator who can work independently (no supervision).
• Strong problem-solving skills.
• Ability to make quick and sound decisions, to resolve technical and escalated Customer concerns without elevating them to the next level.
• Innovative, resourceful, results-driven, and analytical.
• Well-developed communication skills, both written and oral.
• Customer relations management skills.
• Interpersonal and relationship management skills to maximize market engagement.
• Effective negotiating and influencing skills and techniques.
• Ability to defuse conflict situations using integration skills (joining people, processes, and systems).
• Advanced Computer literacy and skilled use of business software.
• Able to cope with high pressure from Customers and Markets, especially with respect to the Consumer Protection Act (or similar).
3. JOB DUTIES
3.1 After-sales strategy and target setting
• Adapt and support the implementation of One. After-sales strategy in the markets.
• Draw up, align, negotiate, and agree on target setting for relevant One. After-sales Business KPIs with the market s.
• Lead all processes related to mid -term planning (Planning Round) and monthly budget (Budget) with the market s.
• Draw up, align, negotiate, and agree Business Plan/MBO in line with After Sales strategy, with importers, in close cooperation with all parties involved.
• RAM leads target setting and is the main responsible person for the Business Plan/MBO.
3.2 Performance steering
• Determine goals and priorities (e.g., business KPIs and initiatives).
• Define, initiate, implement, and monitor measures to increase turnover and profit (e.g., bonus programs, loyalty budget allocation) in the market.
• Monitor and suggest actions to optimise financial results.
• Organise and prepare, e.g., Performance Review, Business Review, Forecast, and deviation analysis for relevant targets.
• Represent VW as the key contact to One.AfterSales with in the NSO.
• Represent VW to the market, participate in market meetings and conferences, all After Sales related escalation meetings.
3.3 Importer Network
• Monitor and track dealer after-sales profitability in cooperation with relevant departments.
• Secure necessary service capacities in the market.
• Support and ensure implementation of new service formats.
• Support and ensure launch and service readiness activities.
• Support and ensure service process standard implementation.
3.4 Brand Standards
• Support implementation/roll-out of new standards, formats, and processes with relevance to After Sales in different markets.
• Monitor and support the implementation of compliance and legal standards in the respective markets and ensure the implementation of necessary measures, with relevance to After Sales.
• Check and support the CI concept implementation with relevance to After Sales.
3.5 Training
• Align training plan and training KPI’s with the importer.
• Support certification target agreement and implementation of action plans.
• Support the Training Academy in drawing up relevant, needed training material to improve the qualification level of importers.
3.6 Legal and Compliance Processes
• Administrate all necessary brand and group legal and compliance processes in and with the markets, with relevance to After Sales.
• Information exchange with the Regional Sales Manager.
• Support certification target agreement and implementation of action plans.
• Support the Training Academy in drawing up relevant, needed training material to improve the qualification level of importers.
3.7 Customer Experience Management (Customer Satisfaction and Service Quality)
• Draw up, align, negotiate, and agree satisfaction and quality targets (in cooperation with respective expert departments).
• Initiate and implement after-sales customer satisfaction activities.
• Analyse and monitor service quality performance (Customer satisfaction KPI’s, workshop test, dealer satisfaction, importer satisfaction, etc.).
• Develop, suggest, support, and implement measures, programs, and plans for improvement of customer satisfaction and service quality at the market level.
• Track and check target achievement and measures for improvement of customer satisfaction and service quality.
• Initiate and coordinate support services for the market to improve customer satisfaction and service quality.
• Represent Brand Aftersales in forums and committees dedicated to customer satisfaction and service quality.
3.8 Customer Care
• Coordinate and support Customer Care activities, particularly in escalated cases.
• Monitor and track customer care KPI’s in cooperation with respective customer care departments.
• React to market complaints and support customer-oriented solutions together with the importer and respective customer care departments.
• Initiate and implement measures and activities for customer care improvement in the markets based on central strategies (e.g., roadside assistance, mobility warranty).
3.9 Warranty
• Monitor warranty turnover.
• Support in handling warranty goodwill cases and warranty labor rate issues.
• Implement measures resulting from warranty audits.
• Support handling and alignment of technical product support escalation cases.
3.10 Accessories Sales Strategy
• Draw up, align, negotiate, and agree on target setting for accessories and branded goods, overseeing turnover and margins.
• Monitor and implement product and price strategies, providing feedback to One.AfterSales.
• Negotiate, align, and agree on mid-term planning (Planning Round) and monthly budget in collaboration with relevant stakeholders.
• Steer and support key activities for Genuine Accessories and Lifestyle business in the market.
3.11 Logistics-related issues
• Follow -up on logistics/order issues.
3.12 New Car Launches
• Ensure service readiness for new car launches.
• Ensure Initial Stock Order (ISO) of Spare parts orders and Accessories.
• Collaborate with the Regional Sales Manager.
3.13 Fleet Operations Support
• Evaluate and implement measures for fulfilling specific needs regarding fleet tenders (where applicable).
• Coordinate and support the data provision for cross -market fleet tenders (where applicable).
3.14 Bonus and incentive concepts
• Coordinate with relevant Finance departments to draw up, align, negotiate, and agree on bonus and incentive concepts for One. After-sales measures and projects in the markets up to the approval stage.
• Monitor and follow up on respective market implementation.
• Ensure close alignment and knowledge sharing with the Regional Sales Manager of the market for relevant business impacts in terms of financial topics.
3.15 One.After-Sales Business Interface
• Steer the After Sales business and processes to extract the maximum potential from the markets.
• Coordinate One. After-sales measures and initiatives between VW and markets.
• Interact, inform, and exchange knowledge/content between One. After-sales and markets as needed.
• Ensure and support the implementation of market-relevant strategic initiatives.
• Draw up, align, negotiate, and agree KPI target setting as well as measures and programs in the following business areas: Workshop, Over -the-counter / Independent After Market, Price Management, Oils and tires, Accident damage management, Fleet, Active car park, Loyalty products penetration, Upselling.
3.16 One.AfterSales Related Importer Requests
• Receive, forward, track, and follow up on all One. After-sales related requests by the importer and coordinate with the relevant internal One.AfterSales departments to find solutions and optimize relevant processes.
3.17 Marketing and Communication
• Check and support marketing plans (where applicable)
• Interact with and support expert brand marketing departments.
3.18 Regional Support Office collaboration (Sandton, Johannesburg)
• Collaborate with the regional support office on deadlines, templates, timelines, and other topics.
• Ensure timely and high -quality delivery of strategic topics (e.g., MBO).
3.19 Other Admin / Ad-hoc Activities
• Represent business-related topics in market meetings (at importer level or NSO level).
• Escalate, monitor, and respond to ad hoc requests from regional steering (Head of SSA Operations, Head of After Sales Brand, Head of SSA Division).
• Execution of individual assignments according to the specialised knowledge and experience of the job holder.
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