Our client is a globally renowned Chinese automotive manufacturer committed to user-centric innovation, delivering exceptional automotive products and service experiences to consumers worldwide. With a presence in over 100 countries and regions, the company has established significant international influence. Boasting a strong global footprint, it has maintained its leadership in China's passenger vehicle exports for 22 consecutive years, showcasing its industry dominance and sustained competitiveness.
Responsibilities:
Develop and implement customer operations strategies for the German and European markets, overseeing end-to-end management from lead conversion to after-sales service to enhance customer retention and repurchase rates.
Design customer segmentation models and implement differentiated operational approaches through personalized services.
Establish a customer satisfaction monitoring system, regularly collecting NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) data, analyzing feedback, and driving cross-departmental improvements.
Lead customer complaint resolution processes, setting a 72-hour response standard, and tracking progress via digital tools (e.g., CRM systems).
Consolidate customer data (transactional, behavioral, feedback) to build 360° customer profiles, supporting product iteration and marketing strategies.
Requirements:
Bachelor's degree or above in Marketing, International Business, or related fields; 3+ years of customer operations experience, preferably in the automotive industry.
Strong understanding of the German automotive market, EU environmental regulations (e.g., carbon emission standards), and circular economy systems, with experience in building customer operations frameworks from scratch.
Native-level German and fluent English proficiency for in-depth communication with local clients and dealers.
Familiarity with GDPR and German consumer protection laws, with the ability to design compliant customer data management processes.
Interested?
If you are interested in this position, please send your CV to headhunter Ms. Lan talent-success@work-in-de.de. We look forward to speaking with you further and you will learn more about the position.