After-Sales Experience Leader

about the company
Retail (IT)

about the job
The After Sales Manager oversees all post-sales customer support activities to ensure high levels of customer satisfaction, loyalty, and retention. The role involves managing service teams, handling customer complaints, coordinating warranty and repair services, and improving after-sales processes.

• Manage and lead the after-sales service team.
• Ensure prompt resolution of customer complaints and service requests.
• Monitor customer satisfaction and implement improvement initiatives.
• Oversee warranty claims, repairs, maintenance, and service contracts.
• Coordinate with sales, technical, logistics, and operations teams.
• Develop and maintain after-sales service policies and procedures.
• Analyze service performance metrics and prepare management reports.
• Manage service budgets and control operational costs.
• Train and mentor customer service an...