Head of Customer Service – European Market

About the role

We are seeking a senior leader to head the European after‑sales service function for Xiaomi EV. Reporting to the global preparation team, you will bridge our Chinese technology core with the specific demands of the European automotive market, ensuring a world‑class customer experience.

Key responsibilities

• Develop and implement Europe‑wide after‑sales service strategies that meet EU regulations and Xiaomi brand standards.
• Design, build and optimise the European service network, defining layout, standards and operational processes.
• Lead recruitment, training and performance management of the after‑sales team across multiple countries.
• Monitor and improve customer experience metrics (NPS, CSI), manage major complaints and create value‑added service programmes.
• Analyse service data to optimise spare‑parts supply, work‑order efficiency and cost structure, driving revenue targets.

Required profile

• 10+ years of after‑sales service management experience in the automotive industry.
• Deep knowledge of European automotive market characteristics and regulatory requirements.
• Strong strategic thinking, data‑driven decision making and cross‑cultural team leadership.
• Excellent written and spoken English.

Required skills

• DMS (Dealer Management System)
• CRM (Customer Relationship Management) platforms