Aftersales Lead

vor 8 Monaten

Berlin, Deutschland ZEEKR EU Vollzeit

**The Company**

We are ZEEKR, built on a decade of European experience. We are a premium electric vehicle and technology solutions brand from Geely Holding Group, one of world’s largest privately held automotive companies. Our goal and vision is to accelerate the shift to fully electrified mobility. We are committed to driving the future of transportation with cutting-edge technology and a customer-centric approach.

Our cars have finally arrived in Europe, and with several markets on our expansion roadmap, there has never been a better time to join the team.

**The role**
Our German team is looking for an **Aftersales Lead **who will be part of building our after sales business in ZEEKR Germany. At ZEEKR, we build strong relationships with our customers by offering outstanding service and guidance through the chain.

**This is what you will do most of the time**:

- **Build and Strengthen Relationships**: Foster and maintain strong relationships with the aftersales teams within our network across Germany. Collaborate to ensure alignment with our after-sales service standards and customer satisfaction goals.
- **Implement After Sales Strategies**: Develop and execute comprehensive after-sales strategies to enhance customer satisfaction, loyalty, and retention. Drive initiatives to improve service efficiency, streamline processes, and reduce customer downtime.
- **Provide Training and Support**: Conduct training sessions directly or through our partner for after sales teams on new products, technical updates, and service protocols. Offer continuous support and guidance, addressing technical inquiries and service-related challenges.
- **Monitor Performance Metrics**:Establish and monitor key performance indicators (KPIs) for after sales services or service training. Analyse data to identify trends, areas for improvement, and opportunities to enhance the overall after-sales experience.
- **Resolve Escalated Issues**:Act as a point of contact for escalated after-sales issues, working closely to resolve customer concerns promptly and effectively. Collaborate with internal teams to ensure swift resolution of technical and service-related challenges.
- **Collaborate on Product Improvement**:Gather feedback from after sales teams and customers to contribute to the continuous improvement of our products and services. Collaborate with cross-functional teams to implement product enhancements based on after-sales insights.

**To be successful in this role you should demonstrate**:

- Extensive experience in after-sales management within the automotive industry, ideally working for an OEM.
- Strong technical understanding of electric vehicles and automotive systems.
- Proven experience in building and maintaining strong relationships for a premium automotive brand, specifically within the aftersales teams.
- Excellent problem-solving skills with the ability to address complex technical issues and provide effective solutions.
- Exceptional communication and presentation skills in both German and English.

To thrive at ZEEKR we believe that you have the courage to lead with trust and care and you don’t mind getting your hands dirty. You are highly innovative and have a great ability to adapt and perform in a constantly changing, fast-paced, highly demanding work environment. Like us, you believe it’s important to have a passion to work in an international and multicultural environment with the desire and ability to embrace the diversity of people, perspectives, and styles.

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