Head of Aftersales

JOB TITLE : Head of Aftersales (F / M)

REPORT TO : CEO France

CONTRACT TYPE : CDI

ABOUT US

SAIC Motor is represented in Europe as the owner of rapidly expanding MG Motor Europe .

SAIC Motor, the largest auto company listed on China's A-share market (Stock Code : 600104), is a leading automaker in China, renowned for driving industry trends, accelerating innovation, and transforming from a traditional manufacturer into a comprehensive provider of auto products and mobility services.

In 2023, facing fierce price competition and rapid industry evolution, SAIC Motor maintained its focus on innovative transformation, leveraging market recovery to achieve structural growth. With vehicle sales surpassing 5 million units, SAIC Motor retained its top position in the domestic industry for the 18th consecutive year. The group's NEV sales and overseas sales reached historic highs of 1.1 million and 1.2 million units, respectively. Ranked 84th on the Fortune Global 500 list in August 2023, with a revenue of $110.6 billion, SAIC Motor has been among the top 100 for ten straight years.

MG, a British automotive icon established in 1924, is known for its sporty, value-for-money cars. The brand's classic sports cars, from the original MG 14 / 28 Super Sports to the all-electric MG4, have garnered global attention. Acquired by SAIC Motor in 2007, MG is experiencing rapid growth in Europe, offering practical and affordable vehicles. Designed in Marylebone, London, and manufactured in state-of-the-art facilities worldwide, modern MG cars are spacious and technologically advanced, merging European engineering with cutting-edge EV technology to lead drivers into a new era of mobility.

For more information, please visit our website MG Motor Europe https : / / mgmotor.eu / fr-FR / .

Key Results / Accountabilities expected from the role

Your main responsibility will be on the following missions :

• Develop and implement strategic plans to enhance the overall performance and profitability of Aftersales department, according to the overall strategy of MG Europe and MG HQ and considering the actual situation of the French market. This includes setting objectives, defining key performance indicators (KPIs), and identifying areas for improvement.
• Manage a team of Aftersales professionals, including professionals in technical support, parts, training, warranty and customer service, etc. Provide guidance and support to the team members, to ensure a high level of employee engagement and performance.
• Focus on delivering exceptional customer service by implementing and maintaining effective customer satisfaction projects. Monitor customer feedback, address complaints, and implement measures to continuously improve the aftersales experience. Establish a mechanism for quick handling of user complaints to ensure customer satisfaction.
• Oversee all service and operations, implement and optimize aftersales CRM system, ensuring efficient workflow, timely response to customers, and adherence to quality standards. Implement best practices in service processes, warranty claims, technical support, and parts management to optimize operational efficiency.
• Oversee the parts and accessories inventory, ensuring adequate stock levels, accurate forecasting, and efficient procurement processes. Implement inventory control measures to minimize obsolescence, optimize costs, and maximize parts availability.
• Identify training needs and organize training programs for the dealers’ network to ensure that they have the necessary technical knowledge and skills.
• Ensure compliance with relevant automotive regulations, warranty policies, safety standards, and environmental regulations. Stay updated with industry trends, new technologies, and emerging customer needs to anticipate and adapt to changes in the aftersales landscape.
• Collaborate with cross-functional teams, including Sales, Marketing, Finance, and HQ Aftersales team, to align aftersales strategies with overall business objectives. Build and maintain relationships with key stakeholders, including dealerships, suppliers, and customers.
• Develop annual budget plans and ensure performance of the operations and Aftersales teams within the prior agreed budget.

Experience & Educational background & Expertise

Location

Be part of our SAIC Motor France team and apply now ！

Send your English and French CV to career@mgmotor.fr

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