Head of Customer Service (Xiaomi EV) - #2632500

About Xiaomi EV

Xiaomi EV is a core strategic business of the Xiaomi Group. Officially launched in 2024, Xiaomi EV is centered on the “Human × Car × Home” all-scenario ecosystem strategy. We are committed to building technologically advanced, intelligently connected, and high-quality electric vehicles.

Our track record speaks for itself:

• Market Leadership: The Xiaomi SU7 exceeded 300,000 deliveries within 15 months, and the the high-performance SUV Xiaomi YU7 secured over 200,000 pre-orders with deposits within just 3 minutes of its unveiling.
• Performance Excellence: The Xiaomi SU7 Ultra set a new Nürburgring production EV lap record (7:04.957), proving our engineering prowess on the world's most demanding tracks.
• Growth Engine: In Q2 2025, Xiaomi EV emerged as a key growth engine for the Group, working alongside our smartphone and AIoT sectors (connecting nearly 1 billion devices) to fully realize a seamless smart lifestyle.

Our Global Vision

Xiaomi EV’s overseas business is advancing steadily, with formal global market deployment scheduled for 2027, starting with Europe.

To ensure a successful launch, we have established Overseas R&D Centers and dedicated preparation teams for Global Sales and Research. We are currently focusing on:

• Cutting-edge technological innovation and localization.
• Establishing premium sales, delivery and customer service standards.

We are looking for pioneers with an international perspective to help us lay the foundation for Xiaomi EV’s success gloabally

The Role

In this position, you will be a key member of the European "Preparation Group." You will bridge the gap between our core technology in China and the specific requirements of the Europe automotive market.

Job Description

1. Develop and implement after-sales service strategies in Europe, ensuring compliance with EU regulations and brand standards to improve customer satisfaction and loyalty.
2. Build and manage the European after-sales service system, optimize network layout, and establish service standards and operational processes.
3. Lead after-sales team development and management, create training programs, and ensure technicians are qualified for new energy vehicle maintenance.
4. Manage customer experience, monitor NPS/CSI metrics, handle major complaints, and design value-added service programs to increase retention.
5. Conduct after-sales business data analysis to optimize spare parts supply chain, work order efficiency, and cost structure, achieving revenue goals.

Job Requirements

1. With 10+ years of after-sales service management experience in the automotive industry.
2. Familiar with European automotive market characteristics and regulatory requirements.
3. Strong strategic thinking and data analysis skills; proficient in DMS, CRM, and other management systems.
4. Excellent cross-cultural team management skills, able to coordinate multi-country operations effectively.
5. Proficiency in written and spoken English.

Who You Are

• Global Mindset: Experience working in cross-cultural environments, ideally within the Automotive, Tech, or EV sectors.
• Professional Excellence: A track record of success in the German and Europe market, understanding local consumer behavior and industry standards.
• Entrepreneurial Spirit: Comfortable with the "start-up" phase of an overseas expansion while backed by a Fortune Global 500 company.
• Innovation Driven: Passionate about smart mobility and the future of integrated AIoT ecosystems.

Why Join Us?

• Impact: Be part of a historic milestone as Chinese intelligent vehicles go global.
• Innovation: Work with a team that holds an "Engineer Mindset" and values "Co-creation & Consensus."
• Growth: Massive career potential as we scale from a preparation team to a full market presence.

Are you ready to co-create a new chapter in worldwide smart mobility?