Aftersales & Service Excellence Senior Manager (Automotive)

Carro has carved out a reputation as Southeast Asia’s largest online automotive marketplace. This tech unicorn is a people-centric business with over 4,000 employees in 6 countries who speak 9 languages. Working here, you’ll be part of a diverse, inclusive, team that drives innovation and change, and find a place that supports your growth and development. Visit us at www.carro.co

Why work with Carro?

• 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.

We are seeking an experienced and results-driven Aftersales & Service Excellence Senior Manager with strong automotive workshop experience to oversee refurbishment operations, PDI management, aftersales growth, business development, customer experience, logistics coordination, and operational efficiency. 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

Refurbishment Cost Management

• 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.

PDI (Pre-Delivery Inspection) Cost Control

• Manage and optimize PDI operations to significantly reduce overall PDI costs per unit.

• Ensure all vehicles meet company quality and delivery standards before handover.

Aftersales Growth & Business Development

• 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.

Accident Claims & Repair Management

• 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.

EV / Hybrid Workshop Transformation

• 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.

Customer Experience & Retention

• 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.

Financial & Operational Management

• 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.

Regional Standardization

• 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.

Carro holds a strong presence in key markets across Asia Pacific, including Malaysia, Indonesia, and Thailand, and has recently expanded its reach to Japan and Taiwan. Headquartered in Singapore, the unicorn startup is supported by more than 4,500 employees across Asia-Pacific and has raised over US$1B in debt and equity from Temasek, Softbank Vision Fund and several other sovereign funds. For more information, please visit: www.carro.co