We’re not just another bike brand - we're an iconic, British motorcycle brand with over 120 years of history behind us. 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 proud to be part of the TVS Motor family, we're entering a new era of global success. And we want you to be a part of it!
At Norton, we value respect, trust, and responsibility. We trust our employees to execute their roles exceptionally and professionally, and we value personal development, teaching, and learning. When you join our team, you'll have the opportunity to grow and learn alongside some of the most talented and dedicated people in the business.
So if you're passionate about motorcycles and looking to join a team that's shaping the future of this legendary brand, we'd love to hear from you!
The Role
As Aftersales Manager you will be responsible for ensuring the smooth delivery of all aftersales services within Europe based in the core Italy Team— from service, maintenance, and repairs to parts availability and warranty management. You’ll work closely with dealers, service teams, and internal departments to drive customer satisfaction, maximise operational efficiency, and grow aftersales revenue.
This is a critical leadership role with both strategic and hands-on responsibilities in shaping the customer experience and supporting long-term brand loyalty.
*This role will require regular travel within the roles and responsibilities around Europe and to HQ within the UK)*
Key Responsibilities
Operational Leadership
- Oversee the daily management of aftersales operations including service, repairs, warranty, and parts support.
- Monitor and optimise service quality, workshop efficiency, and customer experience at all stages of the ownership journey.
- Establish and track key performance indicators (KPIs) such as customer satisfaction (CSI), first-time fix rates, and service turnaround times.
Dealer & Service Network Support
- Build strong relationships with the dealer network, ensuring alignment on aftersales processes, policies, and service standards.
- Support dealer workshops in driving operational excellence, technical capability, and high-quality customer interactions.
- Lead the implementation of aftersales campaigns, technical bulletins, and customer satisfaction initiatives.
Customer Satisfaction & Loyalty
- Monitor and manage customer feedback to ensure the highest levels of satisfaction and swift resolution of issues.
- Work collaboratively with sales and marketing teams to design customer retention programs and service offers.
- Act as a brand ambassador for service excellence across the dealer and customer community.
Commercials
- Support the achievement of aftersales revenue targets by optimizing parts sales, service packages, and customer retention strategies.
- Implement and maintain pricing strategies, service programs, and dealer incentive schemes to drive both profitability and customer value.
Collaboration & Continuous Improvement
- Partner with Product, Engineering, Quality, and Marketing teams to ensure aftersales readiness for new vehicle launches and model updates.
- Analyse service, warranty, and technical data to identify product or process improvement opportunities.
- Foster a continuous improvement culture in both internal teams and the dealer network.
Experience:
- 8+ years of experience in an aftersales management or technical operations role within the Automotive or Motorcycle sector.
- Multi-Lingual would be desirable to support various country set ups and speaking to dealers
- Strong understanding of workshop processes, technical problem-solving, warranty management, and customer service delivery.
- Experience working directly with dealer networks and third-party service providers.
- Excellent commercial awareness — able to balance customer satisfaction and business growth.
- Strong analytical, leadership, and negotiation skills.
- Highly customer-centric mindset with a passion for improving the ownership experience.
- A technical qualification or automotive engineering background is a strong advantage.
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!
PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS