France Channel Service Manager

Xiaomi France; Paris; Sur place; EUR 65 000 - 90 000; Plein temps

Résumé du poste

Xiaomi France is seeking a senior Aftersales Operations Manager to lead strategy, network development and performance improvement across France. You will drive service center quality, oversee authorized repair networks, and coordinate with customer service, logistics and technical teams to resolve complex cases.

The role requires deep experience in aftersales operations, strong analytical and negotiation skills, and fluency in French with professional English.

Qualifications

• Bachelor degree or equivalent in Engineering, Business Management or related field.
• 5+ years in aftersales operations or service network management.
• Experience managing authorized repair centers or third-party providers in France or Europe.
• Knowledge of washing machines, refrigerators, and air-conditioning products; strong analytical and stakeholder skills.
• Experience with ERP, CRM or field-service management systems.
• Fluent French and professional English.

Responsabilités

• Develop and implement aftersales strategies aligned with business objectives.
• Develop and manage the authorized service network across France, ensuring sufficient coverage and capacity.
• Monitor service partners against KPIs and SLAs, including turnaround time, first-time fix rate, repeat repair rate, customer satisfaction and repair costs.
• Conduct performance reviews and service center audits and follow up on corrective actions.
• Coordinate with customer service, technical support, spare-parts and logistics teams to ensure timely case resolution.
• Manage complex customer escalations and recurring service issues.
• Analyze aftersales data and implement improvements to service quality, network efficiency and customer experience.
• Prepare regular performance reports and present recommendations to management.

Connaissances

Analytical skills

Negotiation

Stakeholder management

Customer service

Formation

Bachelor degree or equivalent in Engineering, Business Management or related field

Outils

ERP systems

CRM systems

Description du poste

• Develop and implement aftersales strategies aligned with business objectives.
• Develop and manage the authorized service network across France, ensuring sufficient coverage and capacity.
• Monitor service partners against agreed KPIs and SLAs, including turnaround time, first-time fix rate, repeat repair rate, customer satisfaction and repair costs.
• Conduct performance reviews and service center audits and follow up on corrective actions.
• Coordinate with customer service, technical support, spare-parts and logistics teams to ensure timely case resolution.
• Manage complex customer escalations and recurring service issues.
• Analyze aftersales data and implement improvements to service quality, network efficiency and customer experience.
• Prepare regular performance reports and present recommendations to management.

Requirements

• Bachelor degree or equivalent in Engineering, Business Management or a related field.
• At least five years of experience in aftersales operations or service network management, preferably in the white goods or consumer electronics industry.
• Experience managing authorized repair centers or third-party service providers in France or another European market.
• Knowledge of washing machines, refrigerators and air-conditioning products. Strong analytical, negotiation and stakeholder management skills.
• Experience with ERP, CRM or field-service management systems.
• Fluent French and professional working proficiency in English.