Customer Experience Director
Michael Page
Luxembourg
il y a 5h

Development and implementation of international AS strategies - with special attention on warranty, parts, accessories, logistics, roadside assistance -

including the definition of the key measures to achieve outstanding level of customer satisfaction Client Details Our client is an international and innovative company with his headquarter in Luxembourg.

In order to reinforce their local team, we are looking for an experienced and passionate Customer Experience Director Description As Aftersales Director, you will :

  • Development and implementation of international AS strategies - with special attention on warranty, parts, accessories, logistics, roadside assistance -
  • including the definition of the key measures to achieve outstanding level of customer satisfaction

  • Development and participation of policies and AS programs
  • Management of product owner enquiries / complaints processes
  • Market analysis relating to new AS products, services or opportunities
  • Monitoring of warehouse and logistics KPIs including stock turns, outstanding supply rate and inventory in conjunction with factory and highlighting of any impact on KPIs and customer service
  • Negotiate and agree distributor / dealer parts & accessories purchase targets
  • Ensure adequate support to all partners in regards to technical support
  • Develop, monitor and improve internal AS procedures and processes
  • Develop reporting system for distributors, dealers and the company for all responsibilities and accountabilities
  • Implement AS Marketing Campaigns
  • Regular distributor and dealer visits to ensure the implementation and execution of Aftersales programs and standards
  • Monitor and drive all relevant distributor / dealer KPI targets (e.g.
  • warranty, Parts, Accessories etc.)

  • Ensure all activities implemented are in line with company's strategy
  • Define and detail all budget and headcount requirements to achieve long term KPIs and goals
  • Maintain and develop positive internal management communication and teamwork Profile The ideal candidate for the role of AS Director will have extensive experience within the motorbike and / or automotive Aftersales OEM industry in a similar role, including knowledge of PTW dealership operations and experience within the wholesale distributor environment.
  • You will have professional presentation and have the ability to communicate at top management level.

    Tertiary training & management experience in aftersales as well as business management skills are required.

    Fluency in English and at least one other major European Language.

    Personal Characteristics Visionary and pragmatic in equal measures.

    High energy and resilience Innovative, entrepreneurial and agile Intellectual and personal endurance Results focused Mature and self-

    reliant, able to work without infrastructure Able to build relationships at all levels internally and externally Ability to travel as required by the role Job Offer Opportunity to evolve tin an international environment for a futurist product that needs you to stretch yourself everyday

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