Description:
We are Polestar. We are detail obsessed, performance focused and determined to make the most advanced and exciting electric cars the world has ever seen. We blaze our own trail, one without compromise. We don’t believe in shortcuts, we innovate constantly and we are relentless in our pursuit of the best. We’re expanding, and we need people who share our vision and want to be part of something different.
Main Responsibilities:
The Polestar Customer Service Sr. Manager will be the primary point of contact for all customer service activities relating to the brand in Australia handling the interface and coordination with Polestar Headquarter / APAC region and Volvo Cars Australia. You will deliver and secure customer service and support of all Polestar products and services for Australia when it comes to the service business operation and related systems as well as dealer support & customer support.
Role includes the following areas
Customer Service :
- Act as the interface between Polestar Customer Service HQ, Polestar Automotive Australia and Customer Service within the Volvo NSC in Australia
- In dialogue with Volvo NSC in Australia define and work out where Polestar could get support and where Polestar needs to build up own customer service capabilities
- Support in the setup of the local entity for managing the Polestar Customer Service operation and in initiating and running pilots to evaluate new program launch
- Secure and develop the service network and dealer standards for Polestar in Australia
- Assist and develop all KPI’s and management tools of the business operations process, in the later stage, it is fully monitored
- Secure, drive and support market activities to achieve Polestar customer service revenue, contribution margin and customer satisfaction target
- Responsible for managing regional warranty and goodwill matters related to Polestar products, including coverage, claim analysis, audit etc.
- Secure/develop and maintain a regional Polestar technical competence and standard training covering the required competence profiles at Polestar Space & Customer Care Centers
Customer Care :
- Set the course for exceptional customer experiences by leading, managing and developing the Customer Care Center function.
- Lead Customer Care, Customer Loyalty, and Customer Retention programs to drive long-term growth in our Brand and Customer base.
- Drive “Customer Care Performance” via Service Partners and Customer Care Agents management.
Required Experience/Qualifications:
You are driven, committed, experienced leader within the aftersales department and the automotive industry, with more than six-year working experience and service strategy experience in premium car brands. We are looking for someone who understand the customer needs in the automotive area as well as in other consumer areas. Bachelor’s Degree (Automotive Engineering preferred). Master’s Degree and global experience a plus.
- Must be passionate and enthusiastic about sustainability and electric vehicles.
- Fluent in English, both verbally and written skills, other languages are meritorious
- Strong individual with a high ability to cooperate and work in a team with the ambition to share experiences and learn from others
- Project management and multitasking skills; ability to effectively manage project tasks, timelines, and communications.
- Experience in driving creative processes and proactive approach to problem solving
- Strong communication and interpersonal skills: a collaborative ethos and the ability to effectively interact with and influence a diverse group of people.
To be successful in this role, you should have a proven track record in a global company structure with regional/local set-up. You have a strong strategic mind-set, as well as operational hands on capabilities.
About Us
Polestar is an electric performance brand, determined to improve the society we live in. Our focus is on uncompromised design and technology. Passion and emotion drive us, electricity and innovation drive our cars. We are all in, dedicated on our ambition. Guiding our industry forward. Electro-mobility is the main focus of today’s automotive industry, and Polestar is at the centre of this development, introducing world-class electrified cars and innovative, customer- focused services and offers.