Head of After-sales and Compliance

Company Mission Statement: '

Making Cycling and eMobility Accessible to All'

Job Title:

Head of Aftersales and Compliance

Reports To:

CEO Rob Akam

Direct Reports:

QC leader, After-sales Executive

Overall Summary

Supporting our clients to make sure they have everything they need to keep our products on the road (or off-road), in the market, whilst enhancing our brand image through building trust with our clients and supply chain by ensuring our products are compliant for the market that they are being sold into.

Team Context

• This role is a member of the Reid Group Leadership Team.
• Manages two warranty / after sales executives.
• Primarily working with Supply Chain Team (including China office), Sales Team and Product Team.

Job Purpose / Objectives

• Establish and maintain relationships with current and new trade partners, providing ongoing support for product enquiries and warranty issues.
• Managing the warranty claims processes and making improvements where required.
• Manage the warranty and aftersales team.
• Act as one of the crucial links between key suppliers, trade partners and the business.
• Providing feedback and improvement suggestions on product design and quality to the Head of Product.
• Creation and distribution of product technical documentation.
• Enhancing the trust our partners have with our business.
• Understanding compliance for our product categories in our key markets.
• Ensure our product comply with all regulatory requirements for the market our products are being sold in to, with the reports and certifications to prove it.
• Handling all product testing.

Primary Role / Duties / Objectives

• Strengthen Distributor Relationships
• Regularly visit local distributors and dealers to build relationships, provide in-store training, and collaborate with senior management on resolving product and process challenges.
• Warranty Process Management
• Manage warranty claims, ensuring timely responses and resolutions, while recovering over 70% of claims through supplier credits.
• Product Quality Improvement
• Collaborate with the QC team and suppliers to review reports, identify recurring issues, and implement solutions for continuous product quality improvement.
• Technical Documentation Creation
• Develop and distribute comprehensive technical documentation for all new models across Reid and Private Label.
• Client Onboarding and Support
• Assist new clients with after-sales processes and spare parts system setup, ensuring a smooth integration into Reid and their systems.
• Warranty Analytics and Reporting
• Analyse warranty claims data to identify trends, recommend product design improvements, and share actionable insights with the product team.
• Supplier Coordination
• Act as the main liaison with assembly factories and parts suppliers to improve QC, streamline packaging, and enhance overall product reliability.
• Product Training Initiatives
• Roll out training programs for clients and distributors, equipping them with the knowledge to effectively sell and maintain the brand's products.
• Compliance knowledge and understanding

Learn and understand the key compliance requirements for all our key markets and keep up to date with any changes that occur.

• Product Compliance Testing

End to end management of compliance testing such as but not limited to EN15194, UL2849, EN50604 and UL2271. This includes administration and distribution of reports and certifications where required.

• Strategic Feedback to Leadership
• Provide feedback and actionable insights to the Head of Product and Group Leadership Team to drive product and process improvements across the supply chain.

Leadership / Supervisory Aspects of Role

Providing input and feedback to the Group Leadership Team and CEO 

Providing direction to our QC Leader in China

Coordinating product matters and solutions / opportunities with our key suppliers and Head of Product

Management Expectations/Deliverables

Optimisation of our product quality to minimise overall warranty matters. 

Achieve the targeted support level from key suppliers on direct credits given to trade partners. 

Clear filing architecture for all compliance reports and certifications.

All product testing carried out in time for our trading partners where required.

Management and improvement of support infrastructure for trade partners. 

Building trust with our trade partners and key suppliers.

We are offering a very competitive salary and benefits package for the right candidate.

Note - This is a UK based, hybrid work from office / work from home role. We have a bright and modern office and showroom in Poole, Dorset. Travel will be a part of this role, both within the UK and overseas.