Senior Aftersales Operations Manager
vor 1 Woche
About BYD
Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.
BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.
BYD Automotive GmbH is a leading global electric vehicle manufacturer specializing in innovative, sustainable mobility solutions. As part of the BYD Group, the company focuses on developing cutting-edge electric cars, integrating advanced technology with eco-friendly design to drive the future of transportation.
Key Responsibilities:
- Lead and manage aftersales operations for BYD in Germany, ensuring smooth and efficient service processes.
- Oversee and develop the aftersales team, setting clear KPIs and driving high service quality and customer satisfaction.
- Coordinate across retail, logistics, workshop, and customer service departments to standardize and optimize aftersales processes.
- Plan, implement, and monitor aftersales projects, including training programs, service campaigns, and support initiatives.
- Analyze aftersales KPIs and operational data, identify challenges, and implement continuous improvement measures.
- Collaborate closely with European and China HQ to align aftersales strategy with global standards.
- Support new product and service launches by designing processes, developing tools, and preparing training materials.
- Handle escalated customer complaints and complex cases professionally, ensuring timely resolution.
- Manage aftersales budgets and resources to maximize efficiency and cost-effectiveness.
Qualifications:
- Bachelor's degree or higher in Automotive Engineering, Mechanical Engineering, Business Administration, or a related field.
- Minimum 7–10 years of experience in automotive aftersales operations or customer service management, preferably in multinational companies.
- Deep understanding of German automotive market and aftersales operations, including workshops, parts, logistics, and customer service.
- Strong leadership skills with proven experience in managing and motivating cross-functional teams.
- Excellent project management and process optimization skills.
- Outstanding customer communication and problem-solving abilities, capable of handling complex complaints.
- Fluent in German and English.
- Proficient in MS Office and aftersales management systems, with strong analytical skills.
- Results-driven with a strong focus on operational excellence and customer satisfaction.
Why Join Us?
- Opportunity to work in a dynamic and innovative industry.
- Competitive salary and benefits. Exposure to global automotive trends and strategies.
- A collaborative team environment that fosters professional growth.
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