AVATR, 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.
What you will do:
1. Service Network Development & Construction
Develop and execute regional service network expansion plans.
Identify, evaluate and qualify potential dealer partners based on brand standards, financial capability and operational experience.
Conduct site selection, feasibility analysis and business case development for new dealers from service side.
Lead pre-opening inspection and acceptance process to ensure all facilities meet general brand standards.
Coordinate with cross-functional teams to ensure smooth onboarding and launch of new dealers.
2. Dealer Operations Management & KPI Achievement
Monitor and manage daily operations of all authorized service centers in the region.
Set,
communicate and track core service KPIs including:
Net Promoter Score (NPS) and Customer Satisfaction Index (CSI)
First Time Fix Rate (FTFR)
On-Time Delivery Rate (OTDR)
Conduct regular operational audits and site visits to identify performance gaps and improvement opportunities.
Provide coaching, training and operational support to dealer management teams.
Optimize service processes to improve efficiency and customer experience.
Serve as the regional escalation point for all customer complaints, emergency rescue requests and service-related incidents.
Ensure timely and effective resolution of escalated customer issues within 24 hours.
Conduct root cause analysis for recurring complaints and implement preventive measures.
Coordinate emergency roadside assistance and on-site support for critical situations.
Manage crisis communication and brand reputation dur
📌 Retail Service Operations Specialist/Manager (Madrid)
🏢 AVATR Global
📍 Madrid
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