Position Overview:
We are currently seeking a Customer Care Manager to join our team, tasked with leading Leapmotor’s international customer care operations across Europe and other continents, owning escalation management, partner coordination, and continuous improvement of after‑sales processes to deliver exceptional customer experiences. The successful candidate will design measurement frameworks, lead cross‑functional initiatives to close experience gaps, and partner with regional teams and dealer networks to deliver consistent, measurable improvements.
Key Responsibilities:
- Design and improve processes for warranty claims, recalls, parts logistics, and technical troubleshooting.
- Lead international customer care operations for Europe and global markets: inbound/outbound support, escalation management, and SLA adherence.
- Cross-functional Collaboration: Work closely with marketing, sales, product development, and after-sales service teams to ensure a unified and customer-centric approach across the organization and resolve systemic issues. Facilitate communication and collaboration across departments to enhance the customer experience.
- Manage teams and partners (call centers, dealers, service partners) and ensure consistent customer experience.
- Build dashboards and reporting for executive stakeholders; translate metrics into prioritized improvement projects.
- Customer Experience Quality: monitor and report on customer care KPIs on regular basis. Consolidate the customer satisfaction data and identify leverages to improve situation to achieve the target levels.
- Drive training and knowledge base for agents and dealer networks.
- Innovation and Continuous Improvement: Stay abreast of the latest trends and technologies in customer experience and retail. Propose and implement innovative solutions to enhance the customer journey.
Qualifications:
- 4–7 years in customer experience in customer care, or after sales roles; automotive or mobility experience preferred.
- Strong understanding of customer journey mapping in both digital and physical retail environments.
- Excellent analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
- Exceptional communication and interpersonal skills, capable of motivating and leading teams.
- Creative thinker with a problem-solving mindset.
- Experience in managing cross-functional projects and teams.
- Availability to travel for field deployment and follow-up.
- Languages: fluent English (plus one or more European languages preferred).
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
