Customer Relations Manager

OMODA & JAECOO Belux; Vlaanderen; Sur place; EUR 50 000 - 75 000; Plein temps

Résumé du poste

OMODA & JAECOO Belux is seeking a Customer Relations Manager to strengthen after-sales operations in Belgium and Luxembourg. You will lead complaint handling, manage customer relationships, and ensure resolution aligned with brand standards.

As a key link between customers, dealers, and internal teams, you will drive satisfaction, loyalty, and continuous improvement through robust CRM processes and data-driven reporting.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Automotive Engineering, or related field.
• 3+ years of experience in CRM, customer service, or after-sales support (automotive industry preferred).
• Familiarity with CRM systems (e.g., Salesforce, SAP CRM, or similar platforms).
• Excellent communication and interpersonal skills, with a customer-first mindset.

Responsabilités

• Manage end-to-end customer complaint handling within the after-sales CRM system.
• Ensure timely, accurate, and professional responses to inquiries and escalations.
• Coordinate with dealers, service centers, technical teams, and internal departments to resolve issues.
• Monitor complaint trends and identify root causes to support continuous improvement initiatives.
• Maintain accurate CRM records and data integrity across interactions.
• Develop and implement best practices for complaint handling and customer recovery processes.
• Prepare regular reports and KPIs on customer satisfaction, complaint resolution time, and recurring issues.
• Support development of customer retention and loyalty strategies in the after-sales environment.

Connaissances

CRM experience

Communication skills

Analytical skills

Customer-first mindset

Multicultural adaptability

Formation

Bachelor's degree

Outils

Salesforce

SAP CRM

Description du poste

OMODA & JAECOO are accelerating their growth in Belgium and Luxembourg. To support our after sales operations, we are looking for a Customer Relations Manager to assist the complaint management and customer relationship excellence, ensuring that all customer issues are handled efficiently, professionally, and in line with brand standards.

You will act as a key link between customers, dealers, and internal departments to improve satisfaction and strengthen long-term loyalty.

Key Responsibilities

• Manage and oversee the end-to-end customer complaint handling process within the after-sales CRM system
• Ensure timely, accurate, and professional responses to customer inquiries and escalations
• Coordinate with dealers, service centers, technical teams, and internal departments to resolve customer issues
• Monitor complaint trends and identify root causes to support continuous improvement initiatives
• Maintain accurate CRM records and ensure data integrity across all customer interactions
• Develop and implement best practices for complaint handling and customer recovery processes
• Prepare regular reports and KPIs on customer satisfaction, complaint resolution time, and recurring issues
• Support the development of customer retention and loyalty strategies in the after-sales environment

Your Profile

• Bachelor’s degree in Business Administration, Marketing, Automotive Engineering, or related field
• 3+ years of experience in CRM, customer service, or after-sales support (automotive industry preferred)
• Strong experience in complaint management or customer escalation handling
• Familiarity with CRM systems (e.g., Salesforce, SAP CRM, or similar platforms)
• Excellent communication and interpersonal skills, with a customer-first mindset
• Strong analytical skills with the ability to identify patterns and propose solutions
• Fluent in English, Dutch and French
• Ability to work in a fast-paced, multicultural environment