Voc management manager f/m

Job Description – VOC Management Manager (After-Sales)

Location: France / Europe

Department: After-Sales / Customer Experience

Reporting to: Head of After-Sales


1. Position Overview

The VOC (Voice of Customer) Management Manager is responsible for designing, implementing, and continuously improving the end-to-end customer feedback and complaint handling system within the after-sales function.

This role oversees call center operations and customer quality management, ensuring high customer satisfaction, regulatory compliance, and alignment with brand standards. The position acts as a key interface between customers, dealers, and internal functions (Aftersales, Quality, Sales, HQ).


2. Key Responsibilities

A. VOC Strategy & Governance

* Define and deploy the VOC strategy across the market, aligned with global HQ standards
* Establish governance, processes, and KPIs for customer feedback management (NPS, CSAT, complaint resolution time, etc.)
* Build a closed-loop feedback system ensuring continuous improvement

B. Call Center Management

* Oversee daily operations of customer contact center (in-house or outsourced)
* Define service standards (SLA, response time, escalation rules)
* Monitor performance (call quality, first contact resolution, customer satisfaction)
* Optimize workforce planning, scripts, and knowledge base

C. Customer Complaint & Case Management

* Manage end-to-end complaint handling process (from intake to resolution)
* Ensure compliance with local regulations (consumer protection, warranty obligations)
* Handle critical/escalated cases and sensitive customer situations
* Coordinate with legal and PR teams when needed

D. Quality Management & Continuous Improvement

* Analyze VOC data to identify recurring issues (product, service, dealer performance)
* Drive root cause analysis (RCA) and corrective action plans with internal stakeholders
* Collaborate with Quality, Engineering, and HQ teams to improve product/service quality
* Lead customer experience improvement initiatives

E. Dealer Network & Stakeholder Management

* Define and monitor dealer performance on customer satisfaction metrics
* Support dealer training on complaint handling and customer experience standards
* Act as the bridge between HQ expectations and local market realities

F. Reporting & Data Analytics

* Produce regular VOC dashboards and executive reports
* Provide actionable insights to management and HQ
* Ensure data integrity and GDPR compliance in customer data handling


3. Key KPIs

* NPS / CSAT improvement
* Complaint resolution time (TAT)
* First Contact Resolution (FCR)
* Escalation rate reduction
* Dealer satisfaction performance
* Customer retention / loyalty indicators


4. Profile & Qualifications

Education

* Bachelor’s or Master’s degree in Business, Engineering, or related field

Experience

* 5–10+ years in automotive after-sales, customer experience, or quality management
* Proven experience in VOC management, call center operations, or customer complaint handling
* Experience in OEM or importer environment preferred

Skills

* Strong analytical and problem-solving skills (RCA, data-driven decision making)
* Solid understanding of after-sales processes (warranty, repair, dealer network)
* Experience managing outsourced call centers is a plus
* Strong stakeholder management and cross-functional coordination
* Familiarity with CRM systems (e.g., Salesforce, Zendesk, etc.)

Languages

* Fluent in English
* French required (for local market roles)
* Chinese is a plus in China-linked organizations


5. Personal Attributes

* Customer-centric mindset with strong ownership
* Resilient under pressure, able to manage escalations
* Structured, detail-oriented, and compliance-aware
* Cross-cultural communication capability


6. Why This Role Matters

This role is critical in shaping customer perception and loyalty in a highly competitive automotive market, especially for brands in growth or transformation phase. It ensures that customer feedback directly drives operational excellence and product/service improvement.


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