We are Zeekr, built on a decade of European experience. We are a premium electric vehicle and technology solutions brand from Geely Holding Group, one of world’s largest automotive companies. Our goal and vision is to accelerate the shift to fully electrified mobility. We are committed to driving the future of transportation with cutting-edge technology and a customer-centric approach.
Lead and manage the National Sales Company (NSC) After Sales organization, ensuring operational excellence and alignment with business objectives.
Develop, strengthen, and maintain strong partnerships with authorized service centers and aftersales teams across the national dealer network to drive consistent service performance and customer satisfaction.
Execute and monitor aftersales strategies and initiatives developed by Service Network Development, ensuring effective implementation across the network to enhance customer experience, loyalty, retention, and overall service performance.
Drive continuous improvement initiatives focused on increasing workshop efficiency, optimizing service processes, and minimizing customer downtime.
Design, coordinate, and deliver technical and service training programs—either directly or through external partners—covering new products, technical updates, diagnostic procedures, and service standards.
Provide ongoing technical guidance and operational support to aftersales teams, ensuring timely resolution of service-related challenges and technical inquiries.
Establish, monitor, and analyze key performance indicators (KPIs) to measure aftersales performance, identify improvement opportunities, and ensure achievement of business targets.
Manage and resolve escalated customer, technical, and operational issues, ensuring prompt corrective actions and customer-centric outcomes.
Collaborate closely with Product, Quality, Engineering, and Network Development teams to provide field feedback and support continuous product and service improvements.
Oversee warranty operations, ensuring effective warranty claim management, cost control, compliance, and timely resolution of warranty-related matters.
Lead technical support activities, ensuring the efficient diagnosis and resolution of complex vehicle technical concerns across the service network.
Monitor and support Parts & Logistics operations to ensure optimal parts availability, inventory management, and supply chain performance that minimizes vehicle-off-road time.
Ensure full compliance with all applicable regulatory requirements, company policies, industry standards, and operational procedures.
Act as the owner of Quality and Aftersales Standards, ensuring all authorized service workshops consistently operate in accordance with Zeekr's service, quality, customer experience, and operational standards.
Drive a culture of customer-centricity, accountability, quality excellence, and continuous improvement throughout the aftersales network.
Lead, coach, and develop the After Sales team.
Foster a high-performance culture focused on operational excellence, customer satisfaction, and business growth.
Build strong cross-functional relationships with internal stakeholders and external partners to support the overall success of the Zeekr customer ownership journey.
Bachelor's degree in Automotive Engineering, Mechanical Engineering, Business Administration, or a related field. Advanced qualifications are considered an advantage.
Minimum of 10 years of progressive experience in automotive aftersales management, with proven leadership responsibility within an OEM, National Sales Company (NSC), importer, or dealer group environment. Experience gained within dealer holdings is highly desirable.
Demonstrated experience managing OEM/NSC workshop operations, including vehicle preparation, accessory installation, diagnostics, repairs, maintenance, warranty administration, and technical support, with a strong focus on operational efficiency, quality, and profitability.
Strong technical expertise in electric vehicles (EVs), automotive diagnostics, and modern vehicle systems.
Proven track record of successfully leading aftersales performance improvement initiatives, driving customer satisfaction, service profitability, and network excellence.
Experience in warranty management, technical support, parts operations, and service network performance management.
Strong leadership capabilities with the ability to inspire, coach, and develop high-performing teams.
Excellent management reporting and executive presentation skills, capable of translating operational data into actionable business insights for senior leadership.
Proven ability to build alignment and foster collaboration across multiple functions, including Sales, Network Development, Product, Quality, Logistics, and Customer Experience teams.
Strong stakeholder management skills with the ability to effectively influence internal and external partners at all organizational levels.
Excellent verbal and written communication skills, with fluency in both the local language and English.
Strong analytical and problem-solving capabilities, with the ability to make sound business decisions in a dynamic and fast-paced environment.
