Director, Customer Service & Parts

Drive Customer Excellence. Lead Business Growth. Shape the Future.

At Daimler Truck UK, we're looking for an exceptional leader to join our Executive Team as Director Customer Service & Parts. This is a high-profile opportunity to lead a strategically critical function responsible for delivering outstanding customer experiences, driving profitable growth, and ensuring operational excellence across our nationwide dealer network. 

Reporting directly to the Managing Director and serving as a member of the Board of Management, you will shape and execute the UK Customer Service & Parts strategy, influencing business performance, customer loyalty and commercial success across one of the world's leading commercial vehicle organisations. 

As Director of Customer Service & Parts, you will have end-to-end leadership responsibility for customer service, parts sales, logistics, technical operations and technical training. Leading a team of senior leaders and approximately 47 colleagues through direct and indirect management, you will create an inclusive, high-performing culture focused on delivering exceptional outcomes for customers and the business.

You will oversee a substantial commercial portfolio, including approximately £100m in parts business alongside a significant service contract portfolio, ensuring strong governance, operational efficiency and sustainable growth.

What You'll Be Responsible For

• Developing and implementing the Customer Service & Parts strategy to deliver market-leading customer satisfaction, retention and business performance. 
• Driving service excellence across the dealer network, improving customer satisfaction metrics and strengthening strategic key account relationships.
• Delivering Parts, Repair & Maintenance commercial objectives and supporting growth in vehicle and service penetration across the market. 
• Leading parts logistics, technical operations and technical training, ensuring rapid resolution of Vehicle Off Road (VOR) issues and continuous operational improvement. 
• Building organisational capability through strong leadership, talent development, succession planning and performance management. 
• Managing key third-party logistics partnerships to ensure industry-leading service levels. 
• Providing sound financial stewardship, budget management and governance across the function. 
• Contributing to company-wide strategy, governance, risk management and business performance as a member of the Board of Management.

Why Join Daimler Truck UK?

This is an opportunity to lead one of the most strategically important functions within Daimler Truck UK, influencing customer experience, operational performance and commercial success on a national scale.

You'll join a market-leading business committed to innovation, customer excellence and developing talented leaders who make a real difference.

If you're ready to lead transformational change, drive sustainable growth and shape the future of customer service and parts operations, we'd love to hear from you.

What we offer you ?

Alongside the opportunity to work for a great business that is passionate about everything we do, we offer a competitive salary and a discretionary bonus structure. You’ll be able to join our company car and pension scheme, and you’ll also receive a comprehensive benefits package including Long-term Incentive Plan,  private medical insurance, medical screening, 25 days’ annual leave plus public holidays, based out of our Head Office in Willen, Milton Keynes.

We’re committed to supporting your wellbeing, with access to colleague wellbeing resources including our Employee Assistance Programme and Mental Health First Aiders. You’ll also have access to a range of voluntary benefits that you can choose from to suit your lifestyle.

We’re invested in your growth too, providing the training and knowledge you need to reach your potential, along with regular reviews to support your apprenticeship progress.

Apply today and help us keep the world moving.

Daimler Truck UK is committed to creating an inclusive workplace where everyone can thrive. We welcome applications from all suitably qualified candidates and are dedicated to fostering a culture of equity and belonging.

About You

We're looking for a commercially minded, inspirational leader with extensive experience within the truck, commercial vehicle, automotive or related industries.

You'll bring:

• Significant senior leadership experience within customer service, aftersales and parts operations.
• Strong understanding of truck aftersales operations, customer service excellence and dealer network management.
• A proven track record of developing and delivering strategies that generate profitable growth and exceptional customer experiences.
• Experience leading operational transformation, continuous improvement and service excellence initiatives.
• Outstanding leadership capabilities with a passion for developing people and building high-performing teams.
• Strong commercial, financial and analytical acumen.
• Exceptional stakeholder management and influencing skills, including experience engaging with senior executives, dealer networks, key accounts and international stakeholders.
• The ability to translate complex challenges into clear strategic recommendations and business solutions.
• Resilience, agility and a results-driven mindset within complex operational environments.