Head of Aftersales Customer Care and Complaint Management - Europe (Xiaomi EV)

About Xiaomi EV

Xiaomi EV represents a key strategic venture within the Xiaomi Group, inaugurated in 2024, focusing on an integrated "Human × Car × Home" ecosystem. Our mission is to deliver technologically advanced, smartly connected, and premium electric vehicles. Our achievements include significant market milestones such as 300,000 deliveries of the Xiaomi SU7 within just 15 months and a rapid pre-order success for the Xiaomi YU7 SUV. Additionally, the SU7 Ultra holds a Nürburgring lap speed record for production EVs, underscoring our engineering excellence. By Q2 2025, Xiaomi EV has solidified itself as a crucial growth pillar alongside our smartphone and AIoT divisions, advancing toward a seamlessly connected lifestyle for nearly a billion devices.

Our Global Vision

With plans to enter the European market by 2027, Xiaomi EV is steadily expanding globally. To support this, we have established dedicated Overseas R&D Centers and preparation teams focusing on innovation and localization, and on setting high standards for sales, deliveries, and customer service. We're seeking international-minded pioneers to help establish Xiaomi EV’s global success.

Key Responsibilities

• Develop and implement a comprehensive strategy and business plan for the European Customer Contact Center, focusing on Customer Experience Management metrics like VOC, Satisfaction, and NPS, integrating various internal and external stakeholders and resources.
• Lead the foundation and management of the EU Customer Contact Center, overseeing business definition, organizational structuring, team management for operations, digital platform development, and performance appraisals.
• Direct complaint management across the EU market, covering both online and offline channels, instituting standard complaint KPIs to protect the brand image and reputation.
• Handle high-stakes complaint incidents including media, litigation, and authorities involvement to minimize negative impacts on the brand reputation.
• Design and implement mechanisms for continuous monitoring and enhancement of customer experience, ensuring comprehensive feedback collection, categorization, statistical analysis, and applying industry benchmarks such as JD Power and NCBS to identify pain points and drive improvements.
• Establish online lead management processes for sales and aftersales services via the Customer Contact Center, aligning roles strategically within the sales funnel to support market expansion.

Candidate Profile and Requirements

• Extensive experience managing customer service centers, including online and remote operations, with deep familiarity of business workflows, operational standards, and service excellence.
• Proven leadership skills with the ability to motivate teams and cultivate a positive work environment.
• Strong communication skills paired with a customer-centric mindset to build lasting relationships and enhance customer satisfaction.
• Strategic thinker with excellent analytical skills and the capacity to resolve complex challenges with sound judgments.
• Experience in establishing and operating European customer service systems is highly preferred.
• Fluency in English for daily communication is mandatory.

Who You Are

• A globally minded professional experienced in multicultural settings, particularly in automotive, technology, or EV industries.
• Well-versed in the German and broader European market landscape, familiar with customer behavior and industry practices.
• Entrepreneurially spirited, comfortable navigating the startup phase of international expansion backed by a major global corporation.
• Passionate about smart mobility innovations and future AIoT ecosystem integrations.

Why Join Xiaomi EV

• Make a significant impact by contributing to the global rise of Chinese intelligent vehicles.
• Collaborate with a team emphasizing engineering rigor and collective innovation.
• Unlock significant career advancement opportunities as Xiaomi EV grows from preparatory phases to full market establishment in Europe.