Maserati Aftersales Business Coordinator

The Aftersales Business Coordinator supports Maserati’s commercial and operational AS activities across North America and Latin America. The role coordinates regional initiatives with Maserati HQ in Italy, supports the Regional Aftersales Managers and works with internal teams, dealers, and business partners to grow sales, improve customer experience, and prevent buybacks.

Key Responsibilities:

• Aftersales business coordination: Plan and coordinate commercial activities across NA and LATAM, aligned with regional priorities, brand standards, and Maserati HQ direction
• Stakeholder alignment: Coordinate with Maserati HQ in Italy and regional functions—including Finance, Marketing, Parts, Service, Warranty, ND, Legal, and Procurement—to ensure initiatives are approved, compliant, operationally ready, and clearly communicated
• Regional field support: Support RAM activities, consolidate field feedback, follow up on action plans, and help resolve operational and commercial issues
• Dealer network support: Provide dealers and field teams with program information, sales tools, performance updates, and operational guidance; consolidate market feedback for the Aftersales Director and Maserati HQ
• Promotions: Develop business cases for parts, accessories, service, and retention promotions; secure approvals; coordinate launches; and track results against targets
• Partner coordination: Manage day-to-day coordination with partners for tires, batteries, workshop tools and equipment, lubricants, and other Aftersales products and services
• Performance monitoring: Track sales, promotion effectiveness, dealer participation, and key indicators; report gaps, opportunities, and recommended actions
• Customer experience: Monitor NPS and SXI by region and dealer, identify recurring gaps, and coordinate improvement actions with the RAMs
• Buyback prevention: Coordinate with Maserati HQ, RAMs, Customer Care, Supply Chain, and TSO. Monitor repair orders with extended downtime, escalate critical cases, and help dealers remove technical, parts, or process barriers to close repairs quickly
• Loaner Program: Coordinate with Sales, Warranty, and Network Development to roll out and supervise the dealer-owned courtesy vehicle program
• Roadside Assistance: Oversee vendor performance and service delivery, validate monthly debit notes against contractual terms and service standards, and lead the coordinated resolution of critical cases with Customer Care, the RAMs, and the vendor
• Certified Collision Center Program: Coordinate with the certification vendor, Maserati HQ, RAMs, dealers, and internal stakeholders to strengthen program execution, expand qualified market coverage, and ensure a consistent premium collision-repair network
• Process and launch management: Maintain program calendars, approvals, offer details, launch checklists, documentation, and follow-up actions
• Continuous improvement: Share best practices across markets and support initiatives that improve revenue, profitability, retention, dealer engagement, and repair-cycle efficiency

Core Competencies

• Strong organization, prioritization, and project coordination
• Commercial mindset and ability to turn data into action
• Clear, concise written and verbal communication
• Ability to influence stakeholders without direct authority
• Ownership, accuracy, and consistent follow-through
• Collaborative and effective in a fast-paced, multicultural environment
• Premium-brand customer and dealer focus

Key Performance Indicators

• On-time approval and launch of Aftersales promotions
• Promotion revenue, gross margin, dealer participation, and return on investment
• Growth across parts, accessories, tires, batteries, lubricants, tools, and related categories
• Reduction in Service Entry Days Down and timely closure of escalated repair orders
• Improvement in NPS and SXI and completion of corrective actions
• Accurate, timely reporting and action follow-up
• Effective support of RAMs and the dealer network
• Achievement of partner-program commercial targets

Basic Qualifications:

• Bachelor’s degree or higher in Engineering, Business Administration, Automotive Management, Economics, or a related field
• 5+ years of experience in business coordination, automotive aftersales, parts and service operations, dealer network support, or a related commercial or operational role
• Experience leading multi-market initiatives and coordinating cross-functional teams, including international stakeholders
• Advanced Microsoft Excel and PowerPoint skills; experience with business intelligence, dealer management, CRM, or enterprise reporting tools preferred
• Fluent English required; Spanish preferred
• Ability to travel as business needs require