Key Responsibilities
Strategic Planning & Execution
- Develop and implement a national after-sales service strategy aligned with Zeekr's general 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.