Regional Aftersales Manager

4 - Management / Technical Expert (L-18)

As a Regional Aftersales Manager, you will set the standard for McLaren's service and customer care across your respective region. Reporting to the Head of Aftersales - UK & Europe, you will serve as the critical link between McLaren headquarters and our retailer network, guiding dealers to deliver world-class service, parts support, customer satisfaction, and aftersales profitability. This role is pivotal in strengthening McLaren's brand loyalty and commercial success beyond the sale, by nurturing an ownership experience as extraordinary as our cars themselves.

• Provide leadership and consultative support to McLaren retailers across your region in all areas of aftersales (service, parts, warranty).
• Ensure each dealer meets key aftersales targets including service revenue, parts & accessory sales, and customer retention, while adhering to McLaren's brand standards.
• Regularly review service KPIs with senior leadership teams within the retailers in the region and implement joint action plans to drive continuous improvement, efficiency, and profitability.
• Develop sales and marketing plans that help McLaren and the retailers in the region to successfully achieve monthly, quarterly, and annual targets.
• Review, plan, and execute retailer parts inventory reviews; control inventory management and investment; and ensure retailers have suitable policies in place to achieve parts purchase, inventory control, and stock turn targets and metrics.
• Build a trusted partnership with each retailer, sharing best practices and fostering a one-team mentality focused on delivering excellence.
• Promote 'best-in-class' customer service at every stage of the ownership journey including convenient appointment booking to personalized vehicle handover; ensuring it is seamless, attentive, and worthy of a luxury brand.
• Monitor customer satisfaction metrics (e.g. CSAT) and lead initiatives to elevate the luxury experience, including exclusive owner clinics or bespoke aftersales programs that delight customers and reinforce McLaren's reputation for excellence.
• Ensure the implementation of and compliance with McLaren's aftersales processes, policies, and operating standards across all retailers.
• Conduct regular service audits and facility evaluations to confirm that each dealership meets requirements for staff training, equipment, tooling, and diagnostic systems.
• Identify any gaps in service efficiency or quality and work with dealers to address them promptly including enforcing disciplined warranty procedures, proper parts handling, and immaculate service environments.
• Plan, maintain and implement an effective retailer aftersales training programme, ensuring all dealer aftersales staff, technicians, service advisors and parts teams are fully trained in McLaren systems, repair techniques, and customer service protocols.
• Ensure new training modules are completed for upcoming products (e.g. high-voltage EV systems) or processes (new diagnostic tools), so the network is always future-ready.
• Mentor and coach dealer aftersales managers to build local leadership capability. By investing in continuous learning, empower your region's teams to deliver expert technical care and five-star customer treatment.
• Drive innovation in aftersales operations by embracing new technologies and process improvements.
• Champion the rollout of McLaren's latest digital tools and process to elevate the retailer and customer experience in each one of the retailers in your region
• Identify opportunities to streamline workflows and share these best practices across retailers. Create a culture of continuous improvement where feedback is used constructively and new ideas are tested to keep McLaren at the forefront of luxury aftersales.
• Oversee warranty administration and complex repair support for your region.
• Ensure correct retailer disciplines are maintained to control warranty parts and claims in line with McLaren's policies.
• Assist retailers in resolving challenging technical issues or repeated faults, coordinating with McLaren's central support teams when needed, to achieve prompt, "fixed right first time" repairs.
• Manage the region-wide execution of campaigns to ensure transparent customer communication and timely completion of all required work.
• Proactively addressing technical concerns and warranty costs, maintain customer trust and the long-term reliability of our vehicles.
• Act as the bridge between aftersales and other departments, both within McLaren and at the retailer.
• Work closely with Quality teams to report and analyse failure trends, with Finance on warranty cost control and dealer profitability, with Certification/Compliance on ensuring workshop legal standards, and with Sales & Marketing on integrated customer initiatives (such as aftersales contributions to launch events or loyalty programs).
• Represent your region's aftersales in factory strategy sessions and feedback frontline insights to help shape future products and services.
• Ensure that aftersales considerations (e.g. parts supply, service capacity, customer feedback) are incorporated into broader commercial decisions.
• Take ownership of serious customer cases or operational crises that escalate beyond the retailer level.
• Act swiftly as McLaren's ambassador to resolve escalated issues, whether it's expediting parts for a grounded vehicle, appeasing an unsatisfied VIP owner, or navigating a major service failure, with diplomacy, urgency, and a commitment to turning the situation around.
• Coordinate with retailers and McLaren HQ to implement remedial action plans and personally follow up with affected customers to restore their confidence.
• Use each escalation as a learning opportunity to prevent future occurrences and to demonstrate McLaren's total dedication to its owners.

Friday, November 6, 2026

9am - 6pm Monday to Friday

We offer a wide - ranging benefits package, which includes:

• Structured career development framework
• 25 days' holiday, plus bank holiday. Annual buy & sell up to five days
• Enhanced company pension scheme
• Discretionary annual bonus award
• Private medical insurance and health cash plan
• Life assurance benefit
• Ability to apply for a sabbatical of up to one year after only two years' service
• Benefits you can adapt to your lifestyle, such as discounted shopping
• Generous parental leave policies
• A range of wellbeing initiatives, such as employee assistance programme and free financial & mortgage advice