Core Group represents some of the world’s most valued and beloved brands in Sub-Saharan Africa. Our mission is to empower individuals and organisations with the world's leading personal technology products and services.

The After Sales Service Manager is responsible for leading and managing the repair and after-sales service operation across all iStore Africa locations. This role owns the full repair journey, ensuring efficient turnaround times, exceptional repair quality, operational compliance, and a world-class customer experience aligned with Apple standards. The role also drives service readiness for new store openings across Africa while protecting warranty revenue and operational efficiency.

Key Performance Areas:

1. Repairs & Collections

• Ensure all stores follow the correct device intake and handover process, including:
  • Proof of purchase verification
  • Find My Device deactivation
  • Accurate device condition documentation
• Oversee proper packaging and shipping procedures to prevent transit damage.
• Ensure full compliance with Apple data privacy standards and communication protocols regarding customer data liability.
• Manage the smooth movement of devices and parts between stores, hubs, and cross-border locations.
• Handle communication and logistics for out-of-warranty repairs and voided warranty devices.

2. Repair Quality & Turnaround Times

• Drive fast and efficient repair turnaround times across all stores.
• Support same-day screen and battery repairs where operationally possible.
• Ensure at least 95% of repair tickets are managed within SLA.
• Maintain repeat repair rates below 3% by identifying root causes and implementing corrective actions.
• Ensure all technicians maintain valid Apple certifications (ACMT/ACiT).

3. Stock & Parts Management

• Maintain stock variance below 0.02%.
• Ensure daily and weekly stock counts are completed across all service locations.
• Monitor parts availability to avoid repair delays.
• Maintain an accurate fixed asset register for tools and workshop equipment.
• Identify, manage, and reduce shrinkage across all sites.

4. Customer Experience

• Ensure customer escalations are responded to within 24 hours.
• Drive continuous improvement in customer satisfaction (CSAT) scores across all regions.
• Implement and maintain a consistent complaint resolution process.
• Improve the in-store technical support desk experience to enhance customer satisfaction and support sales conversion.

5. New Store Openings & Expansion

• Lead service department setup for all new iStore Africa locations within 30 days of store opening.
• Ensure all workshops are fully operational, calibrated, clean, and Apple audit-ready from day one.
• Maintain consistent service standards across all African regions.

6. Compliance & Audits

• Conduct annual Apple compliance audits across all service locations with a target of zero major findings.
• Ensure 100% technician certification compliance at all times.
• Maintain compliance with GSX procedures, Apple privacy standards, local regulations, and safety requirements.
• Ensure workshop calibration schedules and operational standards are maintained consistently across all sites.

Minimum Requirements:

• Relevant qualification in Operations, Technical Services, Engineering, Business Management, or related field.
• Minimum 5–8 years’ experience in after-sales service, technical operations, or repair centre management.
• Experience managing multi-site operations across multiple regions or countries.
• Strong understanding of repair workflows, SLA management, inventory control, and customer service operations.
• Experience within retail, technology, telecommunications, or consumer electronics environments preferred.
• Strong leadership, operational planning, and stakeholder management skills.
• Willingness to travel regularly across Africa.

Key Competencies:

• Operational Excellence
• Leadership & Team Management
• Customer-Centric Mindset
• Attention to Detail
• Problem Solving & Decision Making
• Process Improvement
• Compliance & Risk Management
• Communication & Stakeholder Engagement
• Planning & Organising
• Accountability & Ownership