Group 1 Automotive’s aftersales leaders will explain how customer retention is supporting growth and profitability at Automotive Management Live.
Katie Martin, customer experience director (pictured left), and Mike Widdup, group director of aftersales, will take part in an exclusive fireside chat at the NEC, Birmingham, on November 11.
The session, “The Industry View: Taking a major AM100 group to record retention revenues”, will examine the strategy behind Group 1’s recent parts and service performance.
It will explore how the business is integrating the former Inchcape UK dealerships, improving retention across an enlarged customer base and balancing operational efficiency with long-term growth.
Group 1 acquired Inchcape’s UK dealership operations for £346 million in 2024, adding more than 80 locations and significantly expanding its scale in the market.
The group now operates more than 115 UK dealerships, represents 21 vehicle brands and employs more than 7,000 people.
Aftersales delivers record performance
Aftersales has emerged as a particularly important contributor as Group 1 works to improve the performance of the enlarged business.
In the first quarter of 2026, its UK operation generated record parts and service revenue of £128 milllion, an increase of 16% year-on-year.
Parts and service accounted for almost half of the UK division’s total gross profit during the quarter, demonstrating the importance of customer retention as vehicle sales margins remain under pressure.
The Automotive Management Live discussion will look beyond the headline figures to examine how Group 1 is increasing workshop capacity, improving customer contact and applying consistent aftersales processes across a large and diverse dealership network.
Martin and Widdup will also discuss how customer experience and operational performance need to work together to keep motorists within the franchised dealer network throughout the vehicle ownership cycle.
Tim Rose, editor of Automotive Management, said: “Aftersales and customer retention are critical to sustainable dealership profitability, particularly while margins elsewhere remain under pressure.
“This session will give delegates a valuable opportunity to hear directly from Katie and Mike about the practical work behind Group 1’s performance and the lessons other dealers can apply within their own businesses.
“It is exactly the kind of practical, senior-level insight we want to deliver at Automotive Management Live. I would encourage dealers to register now to hear Group 1’s story and discover the other ideas, strategies and solutions being shared across the event.”
Automotive Management Live, supported by premium sponsor Autoflows, takes place at the NEC, Birmingham, on November 11, bringing together more than 1,300 automotive retail professionals, over 95 AM100 company representatives and more than 90 suppliers.
Registration is free for qualifying automotive retail professionals.