Aftersales & Customer Experience Lead – Europe

About the role

The Aftersales‑Customer Experience Lead will shape Xiaomi EV’s European customer contact centre, driving the strategy for customer experience, complaint handling and satisfaction measurement across the EU market. You will work closely with internal and external stakeholders to build the organisation from the ground up and ensure a premium service standard for the brand’s launch in Europe.

Key responsibilities

• Define and implement the European Customer Contact Centre strategy, including VOC, satisfaction, NPS and complaint management.
• Establish and staff the EU Contact Centre, designing the organisational structure, digital platform, performance appraisal and KPI framework.
• Oversee all EU‑wide complaint management, both online and offline, setting standards and KPIs for internal teams and frontline units.
• Handle critical complaint incidents, negotiate settlements, communicate with customers, media, legal authorities and minimise reputational risk.
• Implement monitoring mechanisms to collect, categorise and analyse customer feedback from public and private domains.
• Deploy industry benchmarks such as J.D. Power and NCBS to identify gaps and drive continuous improvement in satisfaction and loyalty.
• Integrate sales and after‑sales (AFS) online lead management into the Contact Centre workflow.

Required profile

• Strong international perspective and willingness to pioneer new market foundations.
• Proven ability to coordinate cross‑functional teams and integrate resources across departments.
• Experience in building contact‑centre operations or large‑scale customer service organisations.
• Excellent communication skills for handling high‑visibility incidents and stakeholder engagement.

Required skills