Customer Care Zone Manager

About the role

The Customer Care Zone Manager will lead the delivery of fast, high‑quality solutions for Stellantis brand customers across the MEA region. This role focuses on boosting customer satisfaction and loyalty while ensuring service excellence and cost efficiency.

Key responsibilities

• Validate, deploy and monitor customer service initiatives across MEA markets to align with brand standards.
• Drive continuous improvement of KPIs such as service quality, customer satisfaction and turnaround time.
• Lead negotiation and resolution of complex cases, including trade‑buyback situations, and approve goodwill requests.
• Act as the primary escalation point for critical customer issues throughout the region.
• Identify operational gaps, implement corrective actions and support sustainable process improvements.
• Detect recurring technical and quality issues through feedback and collaborate with engineering, quality and after‑sales teams.

Required profile

• Proven experience in customer service or after‑sales management, preferably in an automotive or mobility context.
• Strong analytical mindset with the ability to interpret data and drive performance improvements.
• Excellent negotiation and decision‑making skills, balancing customer satisfaction with financial objectives.
• Effective communication and stakeholder‑management abilities across multiple markets.

Required skills

What we offer

• Opportunity to influence customer experience across a large, diverse region.
• Collaboration with global technical, engineering and quality teams.
• Competitive compensation package aligned with Stellantis standards.