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INEOS · 1 day ago

Head of Business Development, (Customer Service, CX)

Montvale, New Jersey, United States

Full-time

Onsite

Director/Executive

INEOS Automotive is seeking a dynamic, results-driven Head of Business Development to spearhead their growth in the Americas. This high-impact role will oversee the Customer Service team and develop the Customer Experience strategy while driving revenue growth in Aftersales.

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Responsibilities

Oversee operational excellence of the Customer Service team which includes Parts planning, Warranty, Fixed Operations and regional field teams

Develop and execute a comprehensive Americas CX strategy that ensures a premium, seamless journey from delivery through long-term ownership

Drive aggressive growth in Parts and Service revenue by identifying and implementing new commercial opportunities across the United States, Canada, and Mexico

Lead the creation and rollout of high-margin profit levers, including curated accessory offers, lifestyle products, and affinity partnerships (insurance, extended warranties, and captive banking)

Cultivate and evolve strong relationships with key stakeholders, specifically focusing on partners that enhance the ownership experience and secondary market value

Develop comprehensive business plans and financial models for new ventures in the Aftersales, considering macroeconomic trends and competitive dynamics

Establish and monitor KPIs specifically tied to service retention, accessory penetration, and pre-owned margin optimization

Lead, develop, and inspire a high-performing, multi-functional team dedicated to commercial excellence and customer loyalty

Qualification

Automotive OEM experienceAftersales strategyCustomer Experience (CX)Commercial expertiseStrategic executionRelationship managementNew venture developmentBachelor’s DegreeMBAEquivalent

Required

Bachelor's Degree required

Extensive senior-level experience in Automotive OEM, with a specific track record in Aftersales, CX strategy, within the Americas region

Broad experience encompassing parts distribution, accessory marketing, and the management of pre-owned vehicle programs

Proven success in creating structure out of ambiguity, developing complex project plans, and delivering results with multiple stakeholders

Exceptional communication and persuasion skills, with a demonstrated ability to influence senior leadership and external business partners

Experience building business units or revenue streams from the ground up, with a deep understanding of the financial drivers behind the automotive secondary market