Customer Experience Lead – Aftersales, Europe

About the role

We are seeking a senior‑level leader to build and run Xiaomi EV’s European Customer Contact Center. The role will define the overall aftersales customer experience strategy across the EU, ensuring high satisfaction, low complaint rates and a strong brand reputation as we launch the EV line in Europe.

Key responsibilities

• Design and implement the European Customer Contact Center strategy, covering VOC, satisfaction, NPS and complaint management.
• Recruit, organize and lead a cross‑functional team, including internal and external partners, to support the entire EU market.
• Set up and monitor complaint handling processes for online and offline services, defining KPI standards for all stakeholders.
• Lead critical incident resolution, liaise with media, legal authorities and OEM representatives to protect brand image.
• Establish customer experience monitoring mechanisms, collect feedback from private and public domains, and conduct statistical analysis.
• Deploy industry benchmark tools such as J.D. Power and NCBS to identify gaps and drive continuous improvement.
• Integrate sales and after‑sales (AFS) online lead management into the Contact Center workflow.

Required profile

• Proven experience in building and managing large‑scale contact centers or aftersales operations.
• Strong international perspective with ability to coordinate across multiple EU markets.
• Demonstrated expertise in complaint management, KPI definition and incident handling.
• Ability to work with cross‑departmental resources and external partners.

Required skills

• Familiarity with J.D. Power and NCBS benchmarking methodologies.
• Experience with digital platform development for customer service.