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Customer Experience Strategist

2 tygodni temu

Warszawa, Mazovia, Polska ALJ POLAND HOLDING SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ Pełny etat
Aftersales Area Manager

About the Company:

ALJ Poland Holding Spółka z ograniczoną odpowiedzialnością is a global mobility sector brand of Abdul Latif Jameel, expanding its operations in Poland with a portfolio of innovative, eco-friendly vehicles tailored to meet the needs of Polish drivers.

The Aftersales Area Manager plays a critical role in ensuring customer satisfaction, retention, and revenue growth through exceptional post-sale services.

Key Responsibilities:

  • Develop and execute comprehensive aftersales strategies at the dealer's network aligned with the company's overall business objectives and brand standards.
  • Establish and maintain KPIs for dealers' aftersales operations, regularly analysing their performance and implementing improvements.
  • Participate in development and implementation of training programs to enhance technical skills and customer service capabilities of aftersales staff.
  • Drive customer satisfaction and loyalty by implementing innovative service solutions at the dealer's network and continuously improving the customer experience.
  • Ensure dealer network compliance with OEM standards, local regulations, and industry best practices in all aftersales operations.
  • Collaborate with other departments, including sales, marketing, and finance, to align aftersales strategies with overall business goals.

Requirements:

  • Bachelor's degree in Automotive Engineering, Business Administration, or a related field.
  • Minimum of 6+ years of experience in automotive aftersales.
  • Proven track record in developing and implementing successful aftersales strategies in the automotive industry.
  • In-depth knowledge of automotive technologies, service operations, and parts management.
  • Strong understanding of the Polish automotive market, including regulatory requirements and consumer trends.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and make strategic decisions.
  • Exceptional communication and interpersonal skills, with the ability to build relationships with OEMs, suppliers, and key stakeholders.
  • Customer-centric mindset with a passion for delivering exceptional service experiences.
  • Strong understanding of Electric Vehicle servicing, diagnosis, and repair.
  • Experience with Automotive OEM/Importer would be highly desirable.