Aftersales Experience Lead

Geely Auto Uk; Coventry; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave

Company pension scheme

Geely ECOS scheme

Enhanced Maternity and Paternity Pay

Job summary

Geely Auto UK in Coventry, England, invites applications for an Aftersales Experience Specialist. You will support the delivery of a class-leading ownership experience across the UK and liaise with dealer networks, customer contact centres, roadside partners and customers.

Reporting to the Aftersales Experience Manager, you will help implement the customer experience strategy, coach retailers, resolve issues with the UK technical team, and contribute to Geely Care+ and service pricing programmes.

Qualifications

• Degree or professional qualification in Business, Automotive Management, or related field.
• Experience in automotive Aftersales or Customer Service roles.
• Experience with retailer or dealer networks is advantageous.
• Experience handling customer enquiries and escalations.
• Knowledge of customer satisfaction programmes and journey management.
• Experience with CRM systems and feedback platforms.

Responsibilities

• Shape and deliver an exceptional UK ownership experience.
• Partner with Regional Aftersales Managers and retailers to drive satisfaction.
• Support the development and launch of Geely Care+ and other aftersales initiatives.
• Own and develop Geely UK's Service Plan programme and pricing activities.
• Collaborate with Marketing and Digital teams on owner communications.
• Support the performance of our Customer Contact Centre and Roadside Assistance partners.
• Analyse customer feedback to identify opportunities for continuous improvement.
• Collaborate across the business to build a best-in-class aftersales experience for Retail and Fleet.

Skills

Automotive industry experience

Customer experience

CRM systems

Retail/dealer network experience

Education

Degree in Business / Automotive Management

Tools

CRM systems

Customer feedback platforms

Job description

Geely Auto UK in Coventry, England, invites applications for an Aftersales Experience Specialist. You will support the delivery of a class-leading ownership experience across the UK and liaise with dealer networks, customer contact centres, roadside partners and customers.

Reporting to the Aftersales Experience Manager, you will help implement the customer experience strategy, coach retailers, resolve issues with the UK technical team, and contribute to Geely Care+ and service pricing programmes.