Senior Manager, Aftersales Operations Europe

We are seeking a Senior Manager, Aftersales Operations to lead our growing Field Service Operations in Europe and guide the development of Service operational capabilities and processes for Lucid’s Service team in Europe, as we establish our presence in various markets.

This position requires a Senior Level Service Manager who is an experienced professional with a background in all aspects of aftersales operations and can work collaboratively with several teams across the company on a global level, and will be required to seek continuous improvements and enhancements as our operations mature and scale regionally.

Our ideal candidate exhibits a can-do attitude and approaches his or her work with vigor and determination. Candidates will be expected to demonstrate excellence in their respective fields, to possess the ability to learn quickly and to strive for perfection within a fast-paced environment. 

The Role:

· As the Aftersales Operations lead, you are the central accountable person for all Field Operations activities and Regional Operations planning.

· Lead and Manage day to day regional operations across all aspects of Field Service Operations and Mobile Service in all of our operational markets in Europe.

· Co-create and continuously improve on operational processes related to our growing BtB and BtC business across all customer interactions and partnerships

· Establish and operate stringent data management processes in accordance with internal policies and external regulations, partner with the operational excellence team to establish continuous improvement programs.

· Partner with internal teams for service systems integration and training of field teams 

· Partner with Retail Development for the functional design of service centers and customer facing environments 

· Collaborate with HR, Talent Acquisition, Retail Development, Marketing, and Sales on strategy and staffing needs for new market entry as related to the support of customer vehicles 

· Drive continuous improvement in service centers through stringent KPIs focused on customer satisfaction and resource efficiency

· Provide resolution of escalated customers concerns 

· Collaborate with internal teams for service parts and accessory management and audits 

· Partner with internal teams to establish and enforce standard operational procedures, service level agreements, and uniform customer experience throughout the field 

· Engage with retail customers when required to ensure a best-in-class customer experience and resolution

· Accountable for Safety related matters for all operational activities in the field

You Bring:

· 15 years of Automotive Service experience at European level

· 5 years managing operations across multiple European markets

· A passion for creating exceptional customer interactions and delightful ownership experience 

· Ability to organize and drive continuous improvement  

· Exceptional ability to interface and collaborate with individuals, groups, and vendors 

· Excellent oral and written communication skills in English is a must; other languages preferred.

· Excellence in Presentation skills and presentation development

· Experience maintaining product and company reputation by complying with government regulations 

· Passion to continuously develop, improve, and maintain processes and exceptional customer service 

Preferred:

· Experience in luxury automobile repair environments  

· Experience supporting Marketing & Sales events

· OEM Certified Master Technician 

Education Requirements:

· Automotive Technology/Technician Degree or equivalent experience 

· Bachelor’s degree in Business, or equivalent experience