BYD Europe
Aftersales Operations Manager - Passenger Cars
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About the Role
BYD UK is seeking for a dynamic and experienced Aftersales Operations Manager to join our passenger car team at BYD UK. The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, improve service quality, and drive growth in our aftersales business.
Working Location: Uxbridge, London
Main Responsibilities:
- Manage day-to-day operations ensuring that all operational KPIs are achieved
- Carry out regular meetings with the regional service managers to discuss progress at each of their BYD sites, reviewing action plans and setting targets
- Action all partner and customer complaints in a timely and efficient manner working with the customer care teams
- Work with sales to ensure that support is offered and any projects are aligned with aftersales
- Manage TIS cases with the technical and regional service managers ensuring that all cases are closed within 3 days
- Understand operational needs, coordinate tailored support, and drive consistent, high-quality service delivery across markets
- Hold regular meetings with the fleet manager ensuring we are offering high-level support and have a robust process in place for all our fleet and lease partners
- Attend partner meetings as requested by the head of aftersales
- Ensure that monthly and weekly performance reports are generated to the aftersales teams highlighting and agreeing key actions with the team
- Drive and develop partners' service preparation, execution, and service performance assessment, establish annual service target and ensure the goal achievement, steering the partner's continuous service level improvement
- Regional regular visit, organize meeting, workshop, and other activities with regional partners, review the business plan. Be responsible for the after-sales projects development, execution, and assessment
- Secure the quality of our service network by timely training, tooling, and other supportive materials
- Coordinate with Customer Service team to achieve customer satisfaction goals
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Ideal Candidate Profile:
- Bachelor or master's degree in Business, Engineering, or related field
- Minimum 8 years of experience in automotive aftersales (OEM), with at least 5 years in a senior management role is a MUST
- Proven track record in developing and implementing successful aftersales strategies in the UK market
- Strong understanding of the UK automotive market, particularly in electric vehicles
- Experience in managing and developing retailer networks and trade parts businesses
- Knowledge of body shop operations and management
- Excellent leadership and team management skills, with experience in managing diverse teams
- Outstanding communication and interpersonal skills
- Analytical mindset with strong problem-solving abilities
- Proficiency in data analysis and financial management
- Experience with CRM systems and digital tools for aftersales management
- OEM experience is a MUST
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We Offer:
- Performance and experience-based competitive remuneration
- 25 holidays + public holidays
- Scottish Widow workplace pension
- Commute allowance
- Salary sacrifice car scheme
- Department & company-wide team-building events
- An exciting opportunity to be part of European transition to Zero Emissions transportation and de-carbonization of the economy
About BYD UK
BYD UK is the UK distributor of BYD Company Ltd which is a China-based company and a global leading-edge provider of green energy technologies. BYD UK offers a range of electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.
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