Job Opening: Global Expert - Aftersales Customer Service - Automotive
The Global Expert of Aftersales Customer Service is a strategic leadership role responsible for overseeing and driving the customer service and support functions across all markets.
This executive will ensure exceptional aftersales experiences, optimize service operations, and foster a customer-centric culture to strengthen brand loyalty and profitability on a global scale.
Client Description:
The company is a leading automotive manufacturer
This is a full-time, on-site role based in China. Occasional travel and relocation is required.
Report to: CGO (Chief Growth Officer)
Key Responsibilities
Strategic Leadership:
Guide the development of the global aftersales customer service strategy aligned with overall brand objectives and market needs.
Customer Experience Excellence:
Drive initiatives to enhance customer satisfaction, loyalty, and retention through innovative service solutions, digital platforms, and personalized engagement.
Operational Oversight:
Oversee regional aftersales customer service operations, ensuring consistency, high standards, and compliance with local regulations. Master 8D, 6 sigma, SPC knowledge and tools.
Team Leadership & Development:
Lead, mentor, and build high-performance teams across multiple regions, fostering a culture of continuous improvement and customer obsession.
Performance Metrics & Analytics:
Establish KPIs, monitor performance, and leverage data analytics to identify areas for improvement and implement corrective actions. Define effective strategies to resolve customer complaints, increase team skills, customer satisfaction rate and efficiency.
Partnership & Collaboration:
Collaborate with product development, sales, marketing, and other departments to ensure customer feedback informs product and service enhancements.
Innovation & Digital Transformation:
Drive digitalization initiatives to improve service efficiency, transparency, and customer engagement, including online support, mobile apps, and IoT solutions. Rich knowledge about data analysis models and algorithms.
Budget & Financial Management:
Oversee budgets, forecasts, and investments to ensure cost-effective operations while delivering superior customer service.
Qualifications:
The company is a leading automotive manufacturer
This is a full-time, on-site role based in China. Occasional travel and relocation is required.
Report to: CGO (Chief Growth Officer)
Key Responsibilities
Strategic Leadership:
Guide the development of the global aftersales customer service strategy aligned with overall brand objectives and market needs.
Customer Experience Excellence:
Drive initiatives to enhance customer satisfaction, loyalty, and retention through innovative service solutions, digital platforms, and personalized engagement.
Operational Oversight:
Oversee regional aftersales customer service operations, ensuring consistency, high standards, and compliance with local regulations. Master 8D, 6 sigma, SPC knowledge and tools.
Team Leadership & Development:
Lead, mentor, and build high-performance teams across multiple regions, fostering a culture of continuous improvement and customer obsession.
Performance Metrics & Analytics:
Establish KPIs, monitor performance, and leverage data analytics to identify areas for improvement and implement corrective actions. Define effective strategies to resolve customer complaints, increase team skills, customer satisfaction rate and efficiency.
Partnership & Collaboration:
Collaborate with product development, sales, marketing, and other departments to ensure customer feedback informs product and service enhancements.
Innovation & Digital Transformation:
Drive digitalization initiatives to improve service efficiency, transparency, and customer engagement, including online support, mobile apps, and IoT solutions. Rich knowledge about data analysis models and algorithms.
Budget & Financial Management:
Oversee budgets, forecasts, and investments to ensure cost-effective operations while delivering superior customer service.
Qualifications:
- Proficiency in Customer Support, Customer Service, and a commitment to delivering exceptional Customer Satisfaction.
- Strong expertise in Customer Experience management.
- Regional Leadership and training skills with cross-cultural teams across multiple regions and multiple divisions is highly preferred.
- Ability to develop and implement new strategies for improving client relationships and operational efficiency.
- Excellent communication and soft skills to build rapport with diverse stakeholders.
- A Bachelor’s degree in Business, Customer Service Management, or automotive field is preferred.
- Problem-solving mindset and ability to work collaboratively to drive customer-centric solutions.
- Fluent Korean or Japanese language skill is a must. Experience working with Chinese teams is highly preferred.