Head of Sales & Customer Service

About Changan Changan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan\’s vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK. We are seeking an experienced Customer Care Manager to support the setup of Customer Service excellence for the UK. Responsibilities include setting 3rd party call centres and implementing strategies to improve quality of service, customer retention, and customer satisfaction. Reporting to the After Sales Director, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Care Manager, you’ll have the unique opportunity to use your Customer Service expertise and skills to shape the Changan business in the UK. This will be aligned with and supported by the teams in Europe and China and delivered to the same outstanding levels as the Changan product. A recognised qualification or relevant experience within the automotive environment Experience in providing customer service support Knowledge of performance evaluation and customer service metrics Systems experience of Excel, Microsoft Office, SAP and customer service software Possess passion for technology and digitilisation in the automotive industry Implement customer service policies and procedures Recruit, manage and lead a team of customer service staff Support the setup of call centres where required Provide training and mentorship to team members Respond to customer service issues in a timely manner Create effective customer service procedures, policies, and standards Engage with customers and build relationships to promote customer retention Conduct regular audits and analysis to assess the performance of the team Implement strategies to improve quality of service, productivity, and profitability Deploy and support retention targets towards a world class customer experience framework Competitive, rewarding compensation package, based on your qualifications and experience.