The future has many facets: for the courageous, it is opportunity.
The world is becoming increasingly digital, connected, but also more uncertain and volatile. Yet, the iconic German sports car brand Porsche sees this complex future as opportunity. In the beginning I looked around and could not find quite the car I dreamed of. So I decided to build it myself. With this aspiration, trailblazer Ferry Porsche set the guiding principles for Porsche now, and beyond - to be the brand for those who follow their dreams.
Now, we dream a new future for automotive retail with our new venture, Porsche Singapore Pte. Ltd. Our mission: to enhance the way Porsche engages with customers and fans at every touchpoint, integrating digital solutions and transforming brand experiences in Singapore and the region.
Join us on this trailblazing endeavour and be part of an agile team in an enriching environment. Porsche Singapore Pte. Ltd. offers long-term career prospects within the larger Porsche ecosystem, opportunities for personal development, and affirms fair hiring and remuneration policies.
Manager Roadside Assistance & After Sales Customer Experience
Porsche Singapore Pte. Ltd. (Retailer)
Porsche Singapore is seeking an experienced and business-driven Senior Specialist / Manager to lead and oversee the end-to-end 24/7 roadside assistance and courtesy car business, and to own and shape the benchmark customer experience across the full After Sales journey.
The successful candidate will be responsible for ensuring profitability and operational excellence, including daily operations management, strong vendor performance, and effective budget and cost control. This role will ensure operational efficiency, quick response times, and consistently high customer satisfaction. In addition, the role carries strategic ownership of the After Sales customer journey by researching, defining, and implementing a benchmark customer experience in close collaboration with the After Sales Team, leading system and process implementations where required, and ensuring all initiatives are scalable across the region.
- Develop and execute business strategies, initiatives, and operational plans, while owning the overall performance, commercial outcomes, and continuous evolution of the roadside assistance and courtesy car business to drive profitability, scalability, and operational excellence
- Take full accountability for end-to-end roadside assistance operations, including call handling, dispatch coordination, recovery management, and case closure, overseeing both in-house daytime and outsourced night operations to ensure seamless 24/7 service continuity.
- Define, implement, and continuously enhance SOPs, escalation frameworks, and service workflows to improve response times and operational control
- Manage and optimise a fleet of approximately 30 courtesy car, ensuring high availability, utilisation efficiency, controlled turnaround time, and proper damage management
- Lead and govern all external vendors, including towing and logistics partners, by defining SLAs, monitoring performance, validating invoices, and managing commercial negotiations or disputes
- Prepare and manage budgets, forecasts, and financial reporting analyse cost per incident, utilisation, and service metrics to drive profitability and cost optimisation
- Track and report operational KPIs and service performance, implementing corrective actions where required
- Build strong relationships with internal stakeholders, insurers, and partners to ensure seamless and coordinated operations
- Manage and resolve complex customer concerns and escalations promptly and effectively, ensuring alignment with Porsche's premium service standards
- Ensure adherence to all relevant laws, regulations, safety standards, insurance requirements, data protection policies, and company guidelines
- Own and lead the end-to-end After Sales customer journey - conducting market and customer research, defining benchmark customer experience standards, and driving implementation of a consistent, premium After Sales experience across all customer touchpoints
- Collaborate closely with the After Sales Team to co-design, align, and deliver customer experience improvements across all After Sales functions, including service reception, workshop operations, parts, and customer communications
- Lead the evaluation and implementation of systems, tools, and digital platforms required to support and enhance the After Sales customer journey, managing end-to-end delivery from requirements definition through to go-live and adoption
- Develop and document process frameworks, and quality standards for the full After Sales customer journey, ensuring operational consistency and a premium customer experience at every stage
- Design all After Sales customer experience initiatives, processes, and systems with regional scalability as a core principle, enabling consistent and efficient rollout across multiple markets
- Stay abreast of industry developments and mobility trends to continuously refine and future-proof the operating model
Requirements
- Bachelor's degree in Business, Economics, Finance, or a related field
- 5-8 years of experience in operations, mobility services, automotive, logistics, or service management, with a proven track record managing external vendors and service providers prior experience in customer experience design, After Sales journey management, or service transformation is strongly advantageous
- Strong ownership mindset with hands-on execution capability structured, calm under pressure, and highly accountable
- Analytical and data-driven,comfortable working with operational KPIs, reporting, and service performance metrics to inform decisions
- Excellent leadership, communication, and interpersonal skills, able to engage effectively with internal and external stakeholders
- Positive, solution-oriented mindset with the ability to proactively address challenges and deliver effective solutions
- In-depth knowledge of industry trends, mobility services, and regulatory requirements
- Proficient in MS Office and other relevant technology tools and systems experience with CRM, customer experience, or After Sales management platforms is an advantage
- 5.5-day work week with alternate Saturdays, with flexibility to support business operations outside regular hours, including evenings, weekends, and public holidays.
- Possess a valid Class 3 Driving Licence with at least 4 years of driving experience and a clean driving record
