Aftersales-Customer Care/Complain Lead, Europe (Xiaomi Auto)

Xiaomi International; München; On-site; EUR 90,000 - 130,000; Full time

Job summary

Xiaomi EV is extending its overseas operations, building an EU Customer Contact Center to manage customer experience and complaints across the European market. The role leads cross-functional teams, designs processes, and ensures high service standards while coordinating with internal and external stakeholders to support the region.

The candidate oversees incident handling, KPI implementation, and improvement programs, driving loyalty and brand integrity for the EU market as part of Xiaomi's

Qualifications

• Experience in customer experience management and complaint handling processes.
• Strong leadership and team management abilities.
• Excellent communication skills and customer relationship building.
• Strategic thinking with strong analytical judgement.

Responsibilities

• Formulate EU Customer Contact Center strategy and plan, coordinating stakeholders.
• Establish EU Customer Contact Center team for end-to-end market setup and operations.
• Oversee EU market complaint management, KPIs, and brand reputation protection.
• Handle major complaint incidents and coordinate settlement with OEM level communications.
• Implement customer experience monitoring and benchmarking using industry standards.
• Develop online leads management and align with sales funnel for EU market growth.

Skills

Customer center

Leadership

English fluency

Job description

Xiaomi EV is a core strategic business of the Xiaomi Group. Officially launched in 2024, Xiaomi EV is centered on the “Human × Car × Home” all-scenario ecosystem strategy. We are committed to building technologically advanced, intelligently connected, and high-quality electric vehicles.

Our track record speaks for itself:

• Market Leadership: The Xiaomi SU7 exceeded 300,000 deliveries within 15 months, and the the high-performance SUV Xiaomi YU7 secured over 200,000 pre-orders with deposits within just 3 minutes of its unveiling.
• Performance Excellence: The Xiaomi SU7 Ultra set a new Nürburgring production EV lap record (7:04.957), proving our engineering prowess on the world's most demanding tracks.
• Growth Engine: In Q2 2025, Xiaomi EV emerged as a key growth engine for the Group, working alongside our smartphone and AIoT sectors (connecting nearly 1 billion devices) to fully realize a seamless smart lifestyle.

Our Global Vision

Xiaomi EV’s overseas business is advancing steadily, with global market deployment scheduled for 2027, starting with Europe.

To ensure a successful launch, we have established Overseas R&D Centers and dedicated oversea preparation teams. We are currently focusing on:

• Cutting-edge technological innovation and localization.
• Establishing premium sales, delivery and customer service standards.

We are looking for pioneers with an international perspective to help us lay the foundation for Xiaomi EV’s success gloabally

Responsibilities:

• Formulate European Customer Contact Center, Customer Experience Management (VOC, Satisfaction, NPS, etc.), Complaint Management strategy and business plan, coordinate internal & external stakeholder and integrate cross-departmental resources;
• Establish and ground up EU Customer Contact Center team to support entire EU market business set up incl. Business define, organization structure, faciliation, internal & external operation team management, digital platform build up and performance appraisal systems;
• Incharge of overall EU market complaint management incl. online and offline services, set up proper standarded complaint KPI for internal stakeholders and frontline business units to ensure brand image and reputation;
• Responsible for critical complaint incident handling in EU market with proper settlement solution driving and customer communication represent of OEM level, as well as media relevant, litigation and authority involved incident to minimise brand reputation damage;
• Define and implement customer experience monitoring and enhancement mechanism, to ensure all customer feedback from private and publich domin can be collected, categorized and statistically analysis; as well as able to implement major satisfaction tools and industrial benchmark such as JD power, NCBS to identify the shortage and painpoint regularly to drive proper ogansiation level enhancement upon customer satisfaction and loyalty;
• Build Sales and AFS online leads management for Customer Contact Center to efficiently support perspective conversion and customer service program, define the role base on sales funnel strategy and contribute to EU market expension.

Requirements:

• Rich customer service center (online & remote) management, customer experience managagement, and complaint management experience who familiar with its business processes, operation specifications and service standards
• Strong leadership and team management ability, able to motivate and coordinate team members to create a positive working atmosphere
• Good communication skills and customer service awareness, able to build good customer relationships and improve satisfaction
• Strategic thinking, rigorous logic, strong ability to analyze and solve complex problems with accurate judgment
• Priority to candidates with European customer service system building and operation experience; Fluent in English for daily work

Who You Are

• Global Mindset: Experience working in cross-cultural environments, ideally within the Automotive, Tech, or EV sectors.
• Professional Excellence: A track record of success in the German and Europe market, understanding local consumer behavior and industry standards.
• Entrepreneurial Spirit: Comfortable with the "start-up" phase of an overseas expansion while backed by a Fortune Global 500 company.
• Innovation Driven: Passionate about smart mobility and the future of integrated AIoT ecosystems.

Why Join Us?

• Impact: Be part of a historic milestone as Chinese intelligent vehicles go global.
• Innovation: Work with a team that holds an "Engineer Mindset" and values "Co-creation & Consensus."
• Growth: Massive career potential as we scale from a preparation team to a full market presence.
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