职位描述

Key Responsibilities
Customer Journey Management
Lead the design and optimization of the end-to-end customer journey across:
Sales
Delivery
Aftersales
Digital ownership
Customer support
Identify friction points and implement improvement initiatives across online and offline touchpoints.
Ensure a consistent premium customer experience across all European markets.
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CX Strategy & Transformation
Develop and execute regional customer experience strategies aligned with global brand standards.
Support omnichannel and agency model transformation initiatives.
Collaborate with Retail Development and GTM teams on customer-centric process redesign.
Drive customer-focused innovation initiatives across dealer and direct-sales channels.
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Voice of Customer (VoC)
Own customer feedback programs including:
NPS
CSAT
CES
Complaint analytics
Translate customer insights into operational action plans.
Build executive-level reporting and dashboards for regional leadership.
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Retail & Dealer Experience
Partner with dealer networks and market organizations to improve retail experience standards.
Monitor customer experience KPIs across dealerships and service centers.
Support dealer coaching and customer handling improvement programs.
Benchmark competitor and industry best practices across Europe.
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Cross-functional Collaboration
Work closely with:
Sales
Aftersales
CRM
Digital Product
Marketing
Network Development
Customer Care
Coordinate regional and global stakeholders to ensure aligned execution.
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Process & Operational Excellence
Drive continuous improvement initiatives using data-driven methodologies.
Define and standardize customer experience processes and governance.
Support implementation of CRM and customer analytics tools.

职位要求

Qualifications
Experience
8+ years of experience in:
Automotive OEM
Automotive retail
Mobility
Premium/luxury customer operations
Strong experience in:
Customer Experience (CX)
Retail Operations
Aftersales
Dealer Management
Customer Journey Optimization
Experience working across European markets is highly preferred.
Prior exposure to agency model or omnichannel retail transformation is a plus.
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Skills
Strong understanding of automotive retail and aftersales operations.
Deep knowledge of customer experience methodologies and KPIs.
Excellent stakeholder management and communication skills.
Strong analytical and project management capabilities.
Ability to work in fast-paced and matrix organizations.
Experience with CRM, VoC, and customer analytics platforms.
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Language
Fluent English.
German or additional European languages are a plus.