Alessio Massobrio

Italy Aftersales Business Manager @Maserati

Modena, IT

The Aftersales Business Manager serves as the key interface between Maserati our dealer network, roadside assistance partners, and customers, with a strong focus on elevating the aftersales experience. The ultimate goal: strengthening customer loyalty and maximizing business performance across the network.Drive operational excellence and customer satisfaction in aftersales by implementing targeted strategies, supporting dealer performance, and championing process improvements. Your work will directly influence customer retention and contribute to the long-term success of the Maserati brand in Italy.• Deploy action plans to increase Net Promoter Score (NPS) and overall customer satisfaction.• Lead the development and implementation of loyalty programs (Extended Warranty, Pre-Paid Maintenance, CRM initiatives, etc.).• Cascade regional targets to the dealer network and drive commercial and communication initiatives.• Monitor dealer performance across business lines and product families based on car parc evolution.• Ensure timely payment collections and define recovery plans with underperforming dealers.• Communicate and support the implementation of annual commercial policies within the network.• Review and approve warranty and goodwill claims; conduct warranty audits.• Manage technical inspections, customer care escalations, and legal cases.• Supervise Roadside Assistance operations and ensure compliance with service level agreements.• Oversee recall and service campaigns in coordination with local authorities and the network.• Monitor spare parts availability and escalate critical issues to Logistics.• Support new dealer appointments, workshop standards assessments, and terminations.• Act as a brand ambassador during dealer visits, ensuring commercial alignment and technical support.• Gather market feedback on product quality and escalate emerging issues.

Università degli Studi di Genova

Bachelor's Degree, Junior Mechanical Engineer

G. D. Cassini

Certificate

Università degli Studi di Genova

Master's Degree, Mechanical Engineer