岗位职责
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. --- 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. --- 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. --- 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. --- 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. --- 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. --- 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. --- Language Fluent English. German or additional European languages are a plus.
