Manager Service (Porsche Service Centre)

“In the beginning I looked around and could not find quite the car I dreamed of. So I decided to build it myself.“ This quote from our founder Ferry Porsche is at the heart of everything we do. Pioneering spirit has guided us since the beginning – now for more than 70 years. With commitment, passion and enthusiasm, we courageously seek new and untrodden pathways. Porsche Singapore Pte Ltd is the latest embodiment of this trailblazing philosophy - a new luxury automotive retail venture and Porsche-owned subsidiary set to operate Porsche car sales from 2023 onwards. With a multi-platform enabled and direct luxury retail approach, Porsche Singapore is poised to deliver new and unique experiences for Porsche fans in Singapore. Because if you want others' hearts to beat faster, you have to carry your own in the right place. Developing the luxury automotive retail experience of tomorrow. Growing within the international Porsche ecosystem. Always surpassing yourself. Working at Porsche offers many challenges. Manager Service (Porsche Service Centre) Porsche Singapore Pte. Ltd. Porsche Singapore is seeking an experienced, customer-centric, and results-driven Service Manager to lead the Service function and ensure the consistent delivery of Porsche’s premium service experience. The successful candidate will be responsible for managing the Service team, including Consultants, Guest Experience staff, and Vehicle Porters, driving operational performance through KPIs and process discipline, and acting as a senior escalation point for complex customer cases. This role is critical in aligning customer experience, workshop capacity, and commercial outcomes, while developing high-performing teams and ensuring compliance with Porsche standards and retailer governance. Lead, mentor, and develop the Service team to build a high-performance culture with continuous upskilling, while driving a premium customer experience and achieving business KPIs including efficiency, productivity, customer satisfaction, and retention. Oversee end-to-end service operations, flow, and processes (including rostering, manpower and work planning, appointment planning, customer journey, progress updates, invoicing, vehicle movement, and parking control) to ensure efficient service delivery and compliance with Porsche’s standards, warranty policies, and regulatory requirements, including workplace health and safety. Prepare, review, and manage Service KPIs, budgets, and expenses, and manage front-of-house performance through a structured cadence (daily huddles, reviews, coaching, etc.) to drive accountability, quality, and consistent performance. Define, set, and enforce Service standards across the customer journey, including customer handling, communication, documentation, invoicing, and approvals, ensuring accuracy, clarity, transparency, professionalism, customer understanding, audit readiness, and continuous team development. Act as the escalation point for complex customer concerns and high-value cases, leading the team and coordinating internal stakeholders to ensure timely resolution, alignment with Porsche’s premium service standards, and protection of customer loyalty. Collaborate and build strong relationships with internal and external stakeholders to manage capacity, prioritisation, approvals, and on-time delivery commitments. Drive issue resolution, risk management, and continuous improvement through root-cause analysis, corrective actions across Service, Workshop, and Parts, and proactive escalation of operational and customer-impacting risks to ensure sustained performance and customer satisfaction. Ensure compliance with all laws, regulations, safety, insurance, data protection, and company standards, while staying abreast of industry trends to refine and future-proof the operating model. Requirements Singapore Citizens or Singapore Permanent Residents (SPR) preferred. Bachelor’s degree in Business, Marketing, Customer Service, or a related field. Minimum 7–10 years of experience in Automotive Aftersales or Service Management, including significant experience as a Service Consultant/Senior Service Advisor within a premium or luxury brand environment. Proven people leadership experience, including coaching, performance management, and building a customer-focused service culture. Demonstrated experience managing Service KPIs and commercial outcomes (CSI, conversion, upsell, productivity, and complaint reduction) through data-driven decision-m…