VOC Management Manager F/M

Job Description – VOC Management Manager (After-Sales)

Location: France / Europe

Reporting to: Head of After-Sales

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).

Key Responsibilities

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)
• 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
• 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

Key KPIs

• NPS / CSAT improvement
• Complaint resolution time (TAT)
• Customer retention / loyalty indicators

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

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

Personal Attributes

• Customer-centric mindset with strong ownership
• Resilient under pressure, able to manage escalations
• Structured, detail-oriented, and compliance-aware

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.

Your application data will be used solely for recruitment purposes, handled confidentially and securely, and retained for up to 24 months after the last contact. You may exercise your rights at any time by writing to