Head of Customer Care and After Sales

Job Description

Work Arrangement: This role is categorized as onsite. this means the successful candidate to report to the GM office full time.

Your Role:

Lead the CCA function for GM Egypt — own the aftersales strategy to deliver a leading customer experience, grow parts revenue and profitability, improve service retention, and continuously develop new business opportunities on a sustainable growth trajectory.

What You'll Do:

• Develop and execute the CCA strategy aligned with regional and global priorities; lead on CX across the service network

• Drive service retention across all MAC locations through targeted programs and process improvements

• Manage warranty, technical support, and training — ensure efficient operations and dealer technician readiness

• Lead service operations including field management, service campaigns, and dealer performance monitoring

• Grow the parts business (wholesale, retail, IAM) — deliver top-line and bottom-line results; expand ACDelco brand

• Lead product and business development: special applications, tires, lubricants, e-commerce, export opportunities

• Oversee aftersales marketing, CRM, contact center, and roadside assistance operations

• Build, develop, and energize the CCA team; drive engagement and build a strong leadership bench

Your Skills & Abilities (Required Qualification)

Educational and Experience Background:

• Bachelor's degree in Engineering or Business (MBA preferred)

• 7~10 years in automotive after sales, service operations, or parts management, 3+ years in senior leadership position.

Skills & Abilities:

• Proven results 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 commercial acumen

• Strong stakeholder management across MAC, regional, and global CCA teams

• Fluent in English

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

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