Validate, deploy, and monitor customer service initiatives across MEA markets to ensure alignment with brand standards and strategic objectives.
Drive continuous improvement of key performance indicators (KPIs), including service quality, customer satisfaction, and turnaround time.
Lead the negotiation and resolution of complex customer cases, including trade buyback situations, ensuring fair and business-aligned outcomes.
Review, approve, or reject goodwill and courtesy requests in line with company policies and profitability targets.
Identify operational gaps and implement corrective actions to improve customer care processes.
Detect recurring technical and quality-related issues through customer feedback, market insights, and case analysis.

Bachelor’s Degree in Engineering, Automotive Engineering, Business Administration, or a related field.
Minimum 5–8 years of experience in Customer Care, After-Sales, Technical Support, or Dealer Network Management within the automotive industry.
Proven experience managing complex customer cases, including buybacks, escalations, and customer negotiations.
Experience working with dealer networks and cross-functional teams.
Demonstrated ability to collaborate effectively with technical, quality, commercial, and operational stakeholders.
Fluent English (mandatory). French, Arabic, and/or Turkish language skills are considered a strong advantage.

Customer Care Zone Manager

Key skills