GEELY Auto Brand-Head of aftersales
hace 2 semanas
Key ResponsibilitiesStrategic Planning & ExecutionDevelop and implement a national after-sales service strategy aligned with Zeekr's global standards and local business objectives.Define annual and long-term goals, including parts sales revenue, technical support efficiency, training effectiveness, and customer satisfaction metrics.Parts Operations ManagementOversee end-to-end parts operations, including supply chain planning, procurement, inventory management, warehousing, and distribution.Optimize inventory availability and turnover through data-driven demand forecasting and supplier performance management.Drive initiatives to increase parts penetration rates and merchandise sales.Technical Support & TrainingOrganize and manage the technical team to provide technical support and solutions.Develop and implement training programs to ensure service personnel have the necessary technical and operational capabilities.Maintain close communication with the headquarters technical department to ensure the timely transmission and application of technical information.Customer Service & ManagementEstablish and maintain an efficient customer service system to ensure customer satisfaction and loyalty.Oversee the customer complaint handling process to ensure timely and effective resolution of customer issues.Regularly collect customer feedback and drive continuous improvement in service quality.Network Management & DevelopmentCollaborate with the Channel Department on planning and development of the after-sales network, including the layout, construction, and management of service outlets.Build and maintain strong cooperative relationships with dealers and service providers to ensure the efficient operation of the service network.Monitor and evaluate the performance of service networks, promoting continuous improvement.Dealer Management & Performance EvaluationConduct regular performance reviews with dealers.Identify improvement opportunities and develop action plans to enhance dealer operational maturity.Cross-Departmental Collaboration & Brand ExperienceCollaborate with suppliers, logistics partners, and internal teams (sales, marketing, channel, digital, finance) to ensure a consistent brand experience.Integrate innovative mobile and digital solutions into the customer experience.Compliance & Risk ManagementEnsure all after-sales operations comply with local regulatory requirements and brand global standards.Financial Management & Budget ControlLead budget preparation, forecasting, and P&L management for the after-sales department.Qualifications & requirements:10+ years of experience in automotive aftersales, with at least 5 years in a senior leadership role (OEM preferred).Proven track record of managing multisite parts, technical, and training functions within a fast-growing automotive brand.Deep understanding of supply chain management, technical service operations, and dealership training frameworks.Expertise in ERP, DMS, and aftersales performance analytics platforms.Exceptional leadership skills with the ability to inspire, mentor, and develop high-performing teams.Superior communication, negotiation, and stakeholder management abilities. xsgfvud Strategic thinker with strong problem-solving skills and a customer-centric mindset.
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