Head of Aftersales Customer Care & Complaints – Europe

About the role

We are seeking a senior leader to build and run Xiaomi EV’s European Customer Contact Center. The role will define the after‑sales and complaint management strategy across Europe, ensuring a premium customer experience that protects the brand’s reputation.

Key responsibilities

• Design and implement the European Customer Contact Center strategy, covering VOC, satisfaction, NPS and complaint handling.
• Establish the EU Contact Center team, including organization structure, digital platform setup, and performance appraisal systems.
• Manage all EU‑market complaints – online and offline – and set KPI standards for internal and frontline units.
• Lead critical incident resolution, coordinating settlement solutions, media communication, litigation and regulatory liaison.
• Define and operate a customer‑experience monitoring mechanism, collecting feedback from private and public domains, and applying tools such as J.D. Power and NCBS for regular analysis.
• Integrate sales and after‑sales lead management to support the Contact Center’s efficiency.

Required profile

• Proven experience in building and leading large‑scale customer service or contact‑center operations in Europe.
• Strong track record in complaint management at OEM level, including media and regulatory interactions.
• International perspective with ability to coordinate cross‑functional and external stakeholders.
• Data‑driven mindset, comfortable with KPI definition and performance monitoring.

Required skills

• VOC and NPS methodology
• J.D. Power and NCBS benchmarking tools
• Digital platform implementation for contact‑center operations

What we offer

• Opportunity to shape the after‑sales function of a fast‑growing EV brand.
• Leadership role with global visibility.
• Competitive compensation package.