Disruptive VP of After-Sales Service

2 months ago

Guangzhou, China Music Tribe Full time
Job Description

The VP of After-Sales Service will shape a world-class, customer-focused after-sales strategy for Music Tribe across global markets. This role involves building a robust network of third-party service centers, implementing an integrated service CRM and setting high service standards through SLAs to ensure consistent, quality support aligned with brand values.

Strategy
- Global Service Network Development: Identify, evaluate, and establish partnerships with third-party service providers in key markets, ensuring comprehensive global service coverage.
- Service CRM Implementation: Lead the design and deployment of a centralized service CRM system, tracking customer interactions and repair processes, with seamless integration across Music Tribe platforms.
- SLA Definition and Management: Establish and enforce Service Level Agreements (SLAs) with all service providers to maintain consistent quality, define key metrics, and ensure timely response and repair turnaround.
- Customer Experience Optimization: Develop a standardized, customer-focused after-sales journey that reflects Music Tribe’s brand values, including processes for repairs, warranty claims, and troubleshooting.
- Team Development and Training: Build and guide a global after-sales team, with a focus on training and quality control to maintain high service standards and support Music Tribe’s customer-centric culture.

Operations
- Service Center Management: Conduct regular performance reviews and corrective actions to maintain high service standards, ensuring SLA compliance through metrics on response times, repair turnaround, and customer satisfaction.
- Data-Driven Insights: Enable data analysis and reporting within the CRM to support informed decision-making and continuous improvement.
- Customer Feedback and Escalation: Gather customer feedback across channels, refining after-sales policies, issue resolution, and establishing swift escalation processes for non-compliance
- Process and Cost Optimization: Drive projects to optimize repair processes, reduce turnaround times, and implement cost-saving measures without compromising quality.
- Inventory Management: Oversee global parts usage and maintain efficient inventories to support timely service and minimize costs.

Compliance
- Regulatory Adherence: Ensure all after-sales operations comply with local and international regulations, coordinating with legal and compliance teams to meet global standards.
- SLA and Supplier Compliance: Enforce SLA standards with third-party service providers, tracking performance and addressing deviations promptly to ensure consistent quality.
- Risk and Escalation Management: Develop protocols for addressing SLA non-compliance, customer complaints, and service-related risks, with a focus on quick, effective resolution.
- Data Privacy and Security: Implement data privacy and security protocols across after-sales systems, ensuring customer information is protected in compliance with regional regulations.
- Cost and Budget Compliance: Oversee budget adherence and cost control within the after-sales function, implementing cost-effective practices that do not compromise service quality.


Qualifications

- Global After-Sales Expertise: 7 years of experience leading after-sales service or customer support functions in a consumer products environment, ideally with a global footprint.
- CRM and Technology Proficiency: Strong understanding and hands-on experience with CRM systems, including implementation and management of service-oriented platforms.
- SLA and Customer Satisfaction Focus: Demonstrated success in establishing and managing SLAs, consistently driving customer satisfaction, and maintaining high service quality.
- Operational Efficiency Leadership: Proven ability to optimize service processes, streamline repair times, and manage resources effectively to balance cost with quality.
- Analytical and Leadership Skills: Proven ability to make data-driven decisions, manage complex projects on time and within budget, and lead high-performance, customer-focused teams



Additional Information

Our Values
- Be Kind
- Be Clear
- Collaborate
- Deliver to Promise
- Celebrate

Our Culture
- Deeply Purpose Driven and Passionate
- Unstoppable Energy Giver and "Positive Troublemaker"
- Truly Customer Obsessed 
- Disruptive and Digitally Minded
- Social and Planetary Advocate

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