Norton Motorcycles Ltd
Overview
We’re not just another bike brand - we're an iconic, British motorcycle brand with over 120 years of history. Our new state-of-the-art facilities in Solihull, West Midlands are home to a tight-knit, but ever-expanding team that's passionate about delivering exquisite riding experiences to our customers. Under new ownership and part of the TVS Motor family, we're entering a new era of global success. We value respect, trust, and responsibility, and we support personal development and learning. If you're passionate about motorcycles and want to join a team shaping the future of this legendary brand, we'd love to hear from you! PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS The Role
The Head of Aftersales is responsible for driving exceptional customer satisfaction, revenue growth, and brand loyalty through the effective management of aftersales operations. This includes overseeing technical support, warranty management, distribution, dealer service network performance, and customer care across North America. The role requires strategic leadership, operational excellence, and a deep passion for the motorcycle industry. Responsibilities
Strategic Leadership & Planning Develop and execute the North American aftersales strategy aligned with overall business objectives. Define service standards and policies that reflect the brand’s premium positioning. Set annual budgets, KPIs, and growth targets for the aftersales division. Lead dealer service network development, including onboarding, training, and performance management. Implement service quality audits and improvement programs to ensure consistent, high-quality customer experiences. Drive dealer engagement through workshops, technical bulletins, and best practice sharing. Customer Service & Experience Oversee customer service teams to ensure rapid resolution of technical issues and customer inquiries. Establish feedback loops to monitor satisfaction and identify opportunities for service improvement. Handle complex or escalated customer cases with a hands-on, solution-driven approach. Revenue Growth & Brand Loyalty Identify and execute new aftersales revenue streams, including service packages, extended warranties, and branded experiences. Champion retention programs to increase repeat business and lifetime customer value. Personal Specification
Industry Knowledge: Proven experience in motorcycle, automotive, or powersports aftersales leadership. Leadership: Minimum 8+ years in senior aftersales roles, with experience managing multi-site or national operations. Technical Understanding: Solid knowledge of motorcycle mechanics, diagnostics, and dealer service operations. Customer-Centric: Track record of improving service quality and customer satisfaction metrics. Commercial Acumen: Strong understanding of aftersales P&L, revenue drivers, and operational efficiency. Communication: Exceptional interpersonal, negotiation, and stakeholder management skills. Systems & Tools: Experience with dealer management systems (DMS), CRM platforms, and service analytics tools. We know how important it is to take care of our team, and we're committed to continually improving our reward offering in line with the business growth plan. Join us and see for yourself! Employment details
Seniority level:
Not Applicable Employment type:
Full-time Job function:
Other Industries:
Automotive
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We’re not just another bike brand - we're an iconic, British motorcycle brand with over 120 years of history. Our new state-of-the-art facilities in Solihull, West Midlands are home to a tight-knit, but ever-expanding team that's passionate about delivering exquisite riding experiences to our customers. Under new ownership and part of the TVS Motor family, we're entering a new era of global success. We value respect, trust, and responsibility, and we support personal development and learning. If you're passionate about motorcycles and want to join a team shaping the future of this legendary brand, we'd love to hear from you! PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS The Role
The Head of Aftersales is responsible for driving exceptional customer satisfaction, revenue growth, and brand loyalty through the effective management of aftersales operations. This includes overseeing technical support, warranty management, distribution, dealer service network performance, and customer care across North America. The role requires strategic leadership, operational excellence, and a deep passion for the motorcycle industry. Responsibilities
Strategic Leadership & Planning Develop and execute the North American aftersales strategy aligned with overall business objectives. Define service standards and policies that reflect the brand’s premium positioning. Set annual budgets, KPIs, and growth targets for the aftersales division. Lead dealer service network development, including onboarding, training, and performance management. Implement service quality audits and improvement programs to ensure consistent, high-quality customer experiences. Drive dealer engagement through workshops, technical bulletins, and best practice sharing. Customer Service & Experience Oversee customer service teams to ensure rapid resolution of technical issues and customer inquiries. Establish feedback loops to monitor satisfaction and identify opportunities for service improvement. Handle complex or escalated customer cases with a hands-on, solution-driven approach. Revenue Growth & Brand Loyalty Identify and execute new aftersales revenue streams, including service packages, extended warranties, and branded experiences. Champion retention programs to increase repeat business and lifetime customer value. Personal Specification
Industry Knowledge: Proven experience in motorcycle, automotive, or powersports aftersales leadership. Leadership: Minimum 8+ years in senior aftersales roles, with experience managing multi-site or national operations. Technical Understanding: Solid knowledge of motorcycle mechanics, diagnostics, and dealer service operations. Customer-Centric: Track record of improving service quality and customer satisfaction metrics. Commercial Acumen: Strong understanding of aftersales P&L, revenue drivers, and operational efficiency. Communication: Exceptional interpersonal, negotiation, and stakeholder management skills. Systems & Tools: Experience with dealer management systems (DMS), CRM platforms, and service analytics tools. We know how important it is to take care of our team, and we're committed to continually improving our reward offering in line with the business growth plan. Join us and see for yourself! Employment details
Seniority level:
Not Applicable Employment type:
Full-time Job function:
Other Industries:
Automotive
#J-18808-Ljbffr