Head of Customer Care and After Sales

About the role

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.

Responsibilities

• 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.
• Total Rewards | Benefits Overview
• From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
• Non-Discrimination and Equal Employment Opportunities (U.S.)
• Accommodations

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