Aftersales Service Planning & Customer Experience Specialist

GAC Motor Europe B.V.; Amsterdam; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Salary above market

Bonus structure

Commuting Allowance

Lunch Allowance

Communication allowance

30 days annual leaves + holidays

Job summary

GAC Motor Europe is growing its aftersales and customer service organization across Europe. We seek an Aftersales Service Planning & Customer Experience Specialist to support our strategy, digital platforms and customer retention programs.

You will work with HQ, country teams, distributors and external providers to implement programs, monitor performance, and improve service quality while ensuring GDPR compliance.

Qualifications

• 2–5 years of experience in aftersales, customer service, or business planning.
• Strong analytical and reporting skills with data-driven mindset.
• Working knowledge of GDPR and European data protection principles.

Responsibilities

• Support rollout and improvement of digital services across European markets.
• Coordinate with country teams and distributors on service quality.
• Track customer satisfaction surveys and drive improvement actions.
• Prepare annual plans, budgets and monthly performance reporting for aftersales.

Skills

Aftersales experience

Analytical reporting

English communication

Education

Bachelor's degree in Business

Bachelor's degree in Marketing

Bachelor's degree in Automotive Engineering

Tools

Excel

PowerPoint

CRM systems

Job description

About the GAC

GAC MOTOR Europe was registered in March 2024 in Amsterdam and is part of the Guangzhou Automobile Group. Our business covers all aspects of passenger car sales, marketing and aftersales services. We are dedicated to delivering quality work and exceptional customer service in all aspects of our business.

Guangzhou Automobile Group Co., Ltd. (abbreviated as GAC group, 6601238.SH，02238.HK), headquartered in Guangzhou City, is a large joint‑stock automobile enterprise listed in both Hongkong and Shanghai Stock exchanges. At present, it has about 100,000 employees. Fortunate Global 500 ranked No.181. The main business covers seven major sectors: research and development, vehicle, parts, energy and ecology, internationalization, commerce and transportation, investment and finance. Sticking to independent innovation and joint venture cooperation, GAC group is now transforming itself with all its strength to a technology‑based enterprise. Adhering to the enterprise concept of 'Humanity', Credibility, Creativity', GAC is committed to building a world‑class company which wins customers’ trust, ensures staff's well‑being, and meets social expectations.

Who you are

GAC Motor Europe is growing its aftersales and customer service organization across the region. We are looking for an Aftersales Service Planning & Customer Experience Specialist to support our Aftersales Strategy & Customer Experience Manager in delivering business planning, digital service platforms, customer satisfaction, and customer retention programs across our European markets. This is an individual‑contributor role: you will execute, coordinate, and continuously improve the programs and processes that our team designs — working closely with headquarters, country teams, distributors, and external service providers.

Key responsibilities

Your day‑to‑day work will focus on:

• Support the rollout and continuous improvement of GAC's App and website across European markets, and help drive adoption together with country teams.
• Gather customer and market feedback to guide new digital service features.
• Coordinate with local call center partners to maintain strong service levels on our 24/7 multilingual customer hotline.
• Support vendor selection, contracts, and ongoing performance monitoring.
• Run and analyze customer satisfaction surveys across markets, and work with Country Managers and distributors on improvement actions.
• Support the aftersales service brand image, PR materials, and campaigns that showcase our service quality.
• Track retention performance and help plan lifecycle campaigns and service activities that keep customers engaged.
• Apply GDPR and data protection standards across customer touchpoints (App, website, hotline, CRM), including vendor data agreements.
• Help prepare annual plans, budgets, and monthly performance reporting for the aftersales function.
• Maintain policy documentation, consolidate country reporting, and process distributor rebates.
• Support vendor tendering, contract administration, and performance monitoring for the roadside assistance program.
• Perform other related duties as assigned by the Manager.

What you bring

• 2–5 years of experience in aftersales, customer service, customer experience, or business planning — automotive industry experience is a strong plus.
• Solid analytical and reporting skills (Excel/PowerPoint proficiency); comfortable turning data into clear, actionable reports.
• Working knowledge of GDPR and European data protection principles, or willingness to build this expertise quickly.
• Familiarity with digital customer platforms (apps, websites, CRM systems) and interest in digital customer experience.
• Experience working across international or multi‑country teams, ideally within Europe.
• Strong coordination and stakeholder‑management skills — comfortable working with HQ, country teams, distributors, and external vendors.
• Excellent written and spoken English; additional European languages an advantage.
• Proactive, detail‑oriented, and organized, with a continuous‑improvement mindset.
• Bachelor's degree in Business, Marketing, Automotive Engineering, or a related field.

What we offer

• An ambitious employer; we only want the best for you.
• A fast career track like only few other companies can match.
• A competitive salary and excellent bonus structure (above market); at GAC we strongly believe and live by ownership and meritocracy.
• Additional benefits such as Commuting Allowance, Lunch Allowance & communication allowance reimbursements.
• 30 days annual leaves + Good Friday + Public holidays.

GAC Europe is based in Amsterdam, and we offer a highly competitive compensation and benefits package, along with an attractive welfare policy. Let me know if you'd like to learn more.

If you have any questions, you may always reach out via [e-mail].

Company website INTERNATIONAL | Where Craft Meets Technology

We are committed to creating a work environment of trust and respect for our employee, which we believe will motivate them to achieve their dreams together. Our employees and partners have always been relentless in their pursuit of excellence in the face of challenges. We are very proud of what we have achieved, and we are proud of our leadership. We hope you will give full play to your talents and help make GAC a world‑class company.