ppAVATR, a premium intelligent electric vehicle brand, is seeking a Retail Service Operations Specialist/Manager to join our Europe Overseas Business Development Team at our Madrid subsidiary. Together with the team, you will support AVATR's expansion in the Spanish market across business development, sales, marketing, aftersales, and network operations. /p h3What you will do: /h3 h31. Service Network Development Construction /h3 ul liDevelop and execute regional service network expansion plans. /li liIdentify, evaluate and qualify potential dealer partners based on brand standards, financial capability and operational experience. /li liConduct site selection, feasibility analysis and business case development for new dealers from service side. /li liLead pre-opening inspection and acceptance process to ensure all facilities meet integral brand standards. /li liCoordinate with cross-functional teams to ensure smooth onboarding and launch of new dealers. /li /ul h32. Dealer Operations Management KPI Achievement /h3 ul liMonitor and manage daily operations of all authorized service centers in the region. /li liSet, communicate and track core service KPIs including: /li liNet Promoter Score (NPS) and Customer Satisfaction Index (CSI) /li liFirst Time Fix Rate (FTFR) /li liOn-Time Delivery Rate (OTDR) /li liConduct regular operational audits and site visits to identify performance gaps and improvement opportunities. /li liProvide coaching, training and operational support to dealer management teams. /li liOptimize service processes to improve efficiency and customer experience. /li /ul h33. Customer Complaint Resolution Brand Reputation Protection /h3 ul liServe as the regional escalation point for all customer complaints,



emergency rescue requests and service-related incidents. /li liEnsure timely and effective resolution of escalated customer issues within 24 hours. /li liConduct root cause analysis for recurring complaints and implement preventive measures. /li liCoordinate emergency roadside assistance and on-site support for critical situations. /li liManage crisis communication and brand reputation during major service incidents. /li /ul h34. Policy Implementation Process Compliance /h3 ul liTranslate and communicate headquarters' service policies, process standards and operational guidelines to all service dealers. /li liDevelop localized implementation plans and training to ensure clear understanding. /li liMonitor compliance with all brand standards, policies and local regulatory requirements. /li liOrganize and execute regional service campaigns, promotions and customer activities as directed by headquarters. /li liTrack and report on the effectiveness of policy implementation and campaign results. /li liProvide feedback to headquarters on policy applicability and market-specific needs. /li /ul h3What you will bring: /h3 ul liBachelor's degree in Business Administration, Automotive Engineering or related field. /li liMinimum 5 years of relevant work experience in automotive after-sales service, with at least 3 years in dealer network management. /li liStrong experience in KPI management and driving operational performance improvement. /li liExcellent communication, negotiation and relationship management skills. /li liProficiency in both English and local language (Spanish). /li liProficiency in MS Office (Excel, PowerPoint) and CRM/ERP systems. /li liAbility to travel frequently within the region (up to 70% travel time). /li /ul /p #J-18808-Ljbffr

📌 Retail Service Operations Specialist/Manager (Madrid)
🏢 AVATR Global
📍 Madrid