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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. We are currently looking for Aftersales Service Planning & Customer Experience Specialist , the details Job responsibilities as below: 👤 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: Digital Customer Experience — App & Website • 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. Customer Service Hotline & Call Centers • 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. Customer Satisfaction • Run and analyze customer satisfaction surveys across markets, and work with Country Managers and distributors on improvement actions. Service Brand & Communication • Support the aftersales service brand image, PR materials, and campaigns that showcase our service quality. Customer Retention • Track retention performance and help plan lifecycle campaigns and service activities that keep customers engaged. Data Privacy & Compliance • Apply GDPR and data protection standards across customer touchpoints (App, website, hotline, CRM), including vendor data agreements. You'll also support the wider team with: Business Planning & Budgets • Help prepare annual plans, budgets, and monthly performance reporting for the aftersales function. Aftersales Business Policy • Maintain policy documentation, consolidate country reporting, and process distributor rebates. Roadside Assistance • 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); co