Key Responsibilities
Strategic Planning & Execution
* Develop and implement a national after-sales service strategy aligned with Zeekr’s global standards and local business objectives.
* Define annual and long-term goals, including parts sales revenue, technical support efficiency, training effectiveness, and customer satisfaction metrics.
Parts Operations Management
* Oversee end-to-end parts operations, including supply chain planning, procurement, inventory management, warehousing, and distribution.
* Optimize inventory availability and turnover through data-driven demand forecasting and supplier performance management.
* Drive initiatives to increase parts penetration rates and merchandise sales.
Technical Support & Training
* Organize and manage the technical team to provide technical support and solutions.
* Develop and implement training programs to ensure service personnel have the necessary technical and operational capabilities.
* Maintain close communication with the headquarters technical department to ensure the timely transmission and application of technical information.
Customer Service & Management
* Establish and maintain an efficient customer service system to ensure customer satisfaction and loyalty.
* Oversee the customer complaint handling process to ensure timely and effective resolution of customer issues.
* Regularly collect customer feedback and drive continuous improvement in service quality.
Network Management & Development
* Collaborate with the Channel Department on planning and development of the after-sales network, including the layout, construction, and management of service outlets.
* Build and maintain strong cooperative relationships with dealers and service providers to ensure the efficient operation of the service network.
* Monitor and evaluate the performance of service networks, promoting continuous improvement.
Dealer Management & Performance Evaluation
* Conduct regular performance reviews with dealers.
* Identify improvement opportunities and develop action plans to enhance dealer operational maturity.
Cross-Departmental Collaboration & Brand Experience
* Collaborate with suppliers, logistics partners, and internal teams (sales, marketing, channel, digital, finance) to ensure a consistent brand experience.
* Integrate innovative mobile and digital solutions into the customer experience.
Compliance & Risk Management
* Ensure all after-sales operations comply with local regulatory requirements and brand global standards.
Financial Management & Budget Control
* Lead budget preparation, forecasting, and P&L management for the after-sales department.
Qualifications & requirements:
* 10+ years of experience in automotive aftersales, with at least 5 years in a senior leadership role (OEM preferred).
* Proven track record of managing multisite parts, technical, and training functions within a fast-growing automotive brand.
* Deep understanding of supply chain management, technical service operations, and dealership training frameworks.
* Expertise in ERP, DMS, and aftersales performance analytics platforms.
* Exceptional leadership skills with the ability to inspire, mentor, and develop high-performing teams.
* Superior communication, negotiation, and stakeholder management abilities.
* Strategic thinker with strong problem-solving skills and a customer-centric mindset.