Overview
GEELY Auto UK are seeking a Service Operations Manager. Reporting into the Aftersales Director, the Service Operations Manager is responsible for developing, coordinating, and maintaining the customer service offering that aligns company standards and customer expectations, enhancing satisfaction through data analysis, consumer offers, process optimisation, and system developments and initiatives.
Responsibilities
* After-sales system construction & coordination: lead the development and coordination of the Aftersales processes to enhance user satisfaction; formulate and execute plans for constructing and integrating various modules of the customer journey; maintain the Aftersales experience, including updating standards, processes, and policies; contribute to the implementation of digital platforms for service operations.
* Establishment of Aftersales service system: design and establish a robust aftersales service system aligned with company standards and customer expectations; continuously improve the system to incorporate best practices and innovations.
* Service operation data analysis: conduct detailed analyses of service operation data to identify trends, performance metrics, and areas for improvement; use data-driven insights to optimize operational efficiency and enhance customer satisfaction.
* Service capability improvement: develop and implement strategies to enhance service capabilities through training, process improvements, and technological advancements; collaborate with cross-functional teams to ensure consistent quality and service excellence.
* Operational analysis and improvement: analyse operational capabilities and revenues to identify areas for improvement; work closely with the Aftersales Service Manager to implement corrective actions and ensure sustainable business growth.
* Customer experience enhancement: support the creation of service IPs, marketing campaigns, and communication strategies to improve customer experience and satisfaction; engage in customer care initiatives and contribute to the development of differentiated services.
* Customer contact centre: create and develop an effective Customer Contact Centre, working with external service providers to ensure performance meets company and customer expectations; assist in handling customer complaints and conducting Customer Satisfaction Index (CSI) surveys; collaborate with the Aftersales Service Manager to address issues and enhance customer satisfaction.
* Support aftersales strategies: assist in the development and execution of after-sales service strategies; participate in cross-functional teams to ensure alignment with broader business goals; perform administrative and operational tasks.
Principle Contacts / Working Relationships
Direct report into: Aftersales Service Director. Internal stakeholders: Business Communication, Sales, Dealer Network Development, Marketing, and functional departments. External stakeholders: Dealers network and Insurance agencies.
Education, Training and Experience
Education: Bachelor’s degree in business, finance, automotive technology, engineering, customer service, or a related field, or relevant working experience.
Experience: Experience in automotive service operations, preferably within a dealer group or car brand company; proven track record in aftersales service management.
Skills & Personal Characteristics
Skills: Strong communication and interpersonal skills; proficiency in using digital tools and platforms for service operations; ability to analyse data and make informed decisions; adaptability and willingness to embrace change and innovation.
Attributes: Team player with strong leadership qualities; collaborative, able to lead and guide other employees; able to build and maintain strong relationships with colleagues and stakeholders; results-oriented and proactive; customer-centric, proactive problem-solving; committed to enhancing customer satisfaction and contributing to the success of the aftersales business; resilience and adaptability; ability to thrive under pressure; strong ethical standards; passion for the automotive industry.
Important Information
Lotus Cars are advertising this role on behalf of Geely Auto UK.
Geely Auto UK
Regus Midsummer Court
314 Midsummer Boulevard
Milton Keynes
MK9 1AL
Please register your interest by emailing: chloe.cripps@levc.com
Privacy
Lotus Cars is advertising this vacancy on behalf of Geely Auto UK. Your personal information will be processed by Geely Auto UK solely for recruitment purposes related to this vacancy. By applying, you consent to your data being shared with relevant internal stakeholders for the purpose of assessing your suitability for the role. Your details will be retained only for as long as necessary to complete the recruitment process, unless you provide consent for future opportunities. For further information on how your data will be handled, please contact chloe.cripps@levc.com.
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