Sr. Manager Aftersales Operations, Europe

Leading the future of luxury mobility

Lucid’s mission is to inspire the adoption of sustainable energy by creating the most captivating luxury electric vehicles, centered around human experience. Working at Lucid Motors means having a shared vision to power the future in revolutionary ways. Be part of a once-in-a-lifetime opportunity to transform the automotive industry.

We are seeking a Senior Manager, Aftersales Operations to lead our growing Field Service Operations in Europe and guide the development of Service operational capabilities and processes for Lucid’s Service team in Europe, as we establish our presence in various markets.

This position requires a Senior Level Service Manager who is an experienced professional with a background in all aspects of aftersales operations and can work collaboratively with several teams across the company on a global level and will be required to seek continuous improvements and enhancements as our operations mature and scale regionally.

Our ideal candidate exhibits a can-do attitude and approaches his or her work with vigor and determination. Candidates will be expected to demonstrate excellence in their respective fields, to possess the ability to learn quickly and to strive for perfection within a fast-paced environment. 

The Role:

· As the Lucid Aftersales Operations lead for Europe, you are the central accountable person for all Lucid-owned Field Operations activities in our core markets as well as our Regional Operations planning across our Direct and Indirect/Importer/Agency model businesses.

· Lead and Manage day to day regional operations across all aspects of Lucid direct business Field Service Operations and Mobile Service, in all our operational markets in Europe.

· Manage the performance of our Approved Repair Partners in all markets we serve, drive operational improvements to our Standards, manage Aftersales revenue targets, be the main operational point of contact for our Indirect business.

· Continuously improve on operational processes related to our growing B2B and B2C business across all customer interactions and partnerships

· Establish and operate stringent data management processes in accordance with internal policies and external regulations, partner with the operational excellence teams to establish continuous improvement programs.

· Partner with internal teams for service systems integration and training of direct and indirect field teams

· Partner with Retail Development for the functional design of service centers and customer facing environments 

· Collaborate with HR, Talent Acquisition, Retail Development, Marketing, and Sales on strategy and staffing needs for new market entry as related to the support of customer vehicles 

· Drive continuous improvement in service centers through stringent KPIs focused on customer satisfaction and resource efficiency

· Provide resolution of escalated customers concerns 

· Collaborate with internal teams for service parts and accessory management and audits 

· Partner with internal teams to establish and enforce standard operational procedures, service level agreements, and uniform customer experience throughout the field 

· Engage with retail customers when required to ensure a best-in-class customer experience and resolution

· Accountable for Safety related matters for all operational activities in the field for our direct Service model.

You Bring:

· 15 years of Automotive Service experience at European level

· 5 years managing operations across multiple European markets across both Direct and Indirect operations (Importer/Agency)

· A passion for creating exceptional customer interactions and delightful ownership experience 

· Ability to organize and drive continuous improvement  

· Exceptional ability to interface and collaborate with individuals, groups, and vendors 

· Excellent oral and written communication skills in English is a must; other languages preferred.

· Excellence in Presentation skills and presentation development

· Experience maintaining product and company reputation by complying with government regulations 

· Passion to continuously develop, improve, and maintain processes and exceptional customer service 

Preferred:

· Experience in luxury automobile repair environments  

· Experience supporting Marketing & Sales events

· OEM Certified Master Technician 

Education Requirements:

· Automotive Technology/Technician Degree or equivalent experience 

· Bachelor’s degree in Business, or equivalent experience 

Lucid Motors is committed to maintaining a safe and trustworthy environment. As such, a background check may be required during the hiring process. This will be performed in line with European data protection laws, and candidates will be informed and asked to provide consent before the check is conducted.