Senior After-Sales Manager

Your mission

As a Senior After-Sales Manager (LTV Growth & CX Recovery) m/f/d, you will play a key role in expanding BigRep's existing customer business. Your mission is to increase the Life-Time-Value (LTV) of our customers by driving After-Sales sales, launching targeted campaigns, and ensuring a consistently strong customer experience. 

You will operate at the intersection of Sales, Marketing, OPS, Warehouse, Service, and Life-Cycle Management (LCM) to turn our installed base into a scalable and predictable revenue generator. You will also design and execute structured customer recovery initiatives to win back dissatisfied or inactive customers. 
 
Key Responsibilities 
1. After-Sales & LTV Sales Growth 

• Actively sell BigRep's full LTV product portfolio:
  Service contracts, Spare-Part Bundles, Upgrade Kits, Materials (Filaments), Trainings, Application Services
• Expand After-Sales revenue within the global installed base
• Identifycross-selling and upselling opportunities
• Build andmaintaina strong After-Sales sales funnel
• Develop compelling value propositions, especially for legacy machines and upgrade paths

2. Portfolio Ownership & Life-Cycle Collaboration 

• Take ownership of a growing After-Sales and LTV product portfolio across the entire product life cycle
• Collaborate closely with the Life-Cycle Management (LCM) team to define high-value LTV offerings (e.g., upgrades, service packages, maintenance products)
• Detect slow-moving items and develop targeted push or phase-out strategies
• Support pricing, positioning, and lifecycle optimization of LTV products

3. Campaign Management (with Marketing) 

• Develop, manage, and analyze targeted marketing and sales campaigns for LTV products
• Create industry- or application-specific campaigns for niche use-cases
• Implement structured win-back and reactivation campaigns for inactive or dissatisfied customers
• Drive multi-channel communication (email, CONNECT, partner network, webinars, etc.)

4. Customer Recovery & Escalation Handling 

• Professionally handle escalated, difficult, or dissatisfied customers with a calm and solution-oriented approach
• Design and drive a global Customer Recovery Program
• Develop win-back offers and tailored recovery paths
• Increase Customer Happiness and rebuild trust in BigRep through proactive actions and follow-ups

5. Operational & Warehouse Collaboration 

• Work closely with OPS & Warehouse teams on:
  • Stock planning & availability
  • Forecasting for materials, upgrades, and spare-part bundles
  • Resource planning for services linked to LTV offerings
  • Strategies to sell slow-moving or overstock items
• Align global stock levels with campaign planning and seasonal demand

Your profile

• 3–5+ years of experience in Sales, preferably in After-Sales, Customer Success, or Account Management
• Proven experience handling escalated or difficult customer situations (resilience, empathy, negotiation skills)
• Experience in Life-Cycle Management, portfolio management, or product commercializationis a plus
• Strong background in campaign execution with Marketing
• Strategic and analytical mindset with strong commercial acumen
• Experience collaborating with OPS, Warehouse, or Supply Chain teams
• Excellent communication skills in English & German 
• Hands-on mentality, resilience, and strong ownership mindset

If you can imagine yourself in this role, here are some other reasons why BigRep is the place for you:

• High-impact role shaping the global After-Sales growth engine
• Direct influence on revenue, retention, and customer loyalty
• Cross-functional collaboration with global teams (CX, Sales, Marketing, OPS, LCM)
• Opportunity to develop a global LTV program from the ground up
• A dynamic, innovative environment in industrial Additive Manufacturing
• A collegial and appreciative corporate culture that brings people with and without a technical background together through the fascination of 3D printing and its possibilities
• As a growing company with solid funding, our team members have many opportunities to build and grow their careers. 
• Our offices are located in Kreuzberg, in the heart of Berlin, in a pleasant neighborhood with a mix of schools, residential buildings, and businesses. 
• Choose one of our benefits: Urban Sports Membership, RegionalHero Card, or BVG Ticket. 
• We have an international team with BigReppers from more than 20 countries, and English is the company language.

About us

BigRep is an international 3D printing company. In addition to large-format 3D printers produced in series, BigRep is continuously developing comprehensive complete solutions for integrated, additive manufacturing systems as well as a wide range of printing materials on an open choice basis. The portfolio currently includes six large-format industrial 3D printers. BigRep GmbH, founded in 2014 and headquartered in Berlin, has offices in Boston and Singapore and, since the merger with HAGE 3D in 2024, in Graz and Obdach. BigRep currently employs around 100 people.

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