UK After-Sales Service Manager (White Goods)

Xiaomi UK; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Xiaomi UK is hiring for a permanent, full-time role to lead and implement after-sales strategies across the UK and Ireland. You will plan, develop and manage authorised service networks, ensuring quality, efficiency and compliance while coordinating appliance fitting, repair, and spare-parts availability.

The ideal candidate has a Bachelor’s degree in engineering or business, 5+ years in after-sales operations, strong project management and data analysis skills, and fluency in English; knowledge

Qualifications

• Bachelor’s degree in Engineering, Business Administration or related field.
• 5+ years in after-sales operations or service network management.
• Knowledge of washing machines, refrigerators and air-conditioning products is helpful.
• Experience with ERP or CRM systems is an advantage.
• Fluent English; Chinese is an advantage.

Responsibilities

• Develop and implement after-sales strategies for UK & IE.
• Plan, develop and manage authorised service networks and ensure quality and compliance.
• Coordinate daily after-sales operations including appliance fitting, repair, and spare parts.
• Monitor customer satisfaction, turnaround time, and service costs to drive improvement.
• Collaborate with local markets, internal teams and partners on product launches and service projects.

Skills

After-sales operations

Service network management

Project management

Data analysis

ERP/CRM familiarity

Cross-cultural collaboration

Communication in English

Education

Bachelor’s degree in Engineering or Business Administration

Tools

ERP

CRM

Job description

• Develop and implement after-sales strategies, service policies, standard processes and performance targets in UK&IE.
• Plan, develop and manage authorised service networks, ensuring partners meet agreed quality, efficiency and compliance standards.
• Coordinate daily after-sales operations, including Appliance fitting, repair, spare parts availability and escalated customer cases.
• Monitor customer satisfaction, turnaround time, repair quality and service costs, using performance data to drive continuous improvement.
• Collaborate with local markets, internal teams and external partners to support new product launches and regional service projects.

Your Profile

• Bachelor’s degree or equivalent qualification in Engineering, Business Administration or a related field.
• 5 years+ experience in after-sales operations or service network management, preferably within the home appliance industry.
• Good understanding of washing machines, refrigerators and air-conditioning products, including Appliance fitting and repair processes.
• Strong project management, problem-solving, data analysis and service partner management skills; experience with ERP or CRM systems is an advantage.
• Fluent English with strong communication and cross-cultural collaboration skills. Proficiency in Chinese is an advantage.
• Experience with ERP, CRM or field-service management systems.
• Valid Category B driving licence is an advantage

Working Conditions

• Permanent, full-time position.
• Primarily office-based, with regular travel to authorized service centers across UK&IE if needed.