Head of Aftersales

Zeekr Malaysia is seeking a Head of Aftersales to lead the company's nationwide aftersales organization. This senior management role carries full accountability for dealer service network, workshop operations, customer care and call center, technical governance, spare parts and warehouse logistics, warranty, CRM, and retention marketing.

The Head of Aftersales will directly manage workshop operations and customer care (including the call center), while overseeing Technical and Spare Parts / Warehouse functions through dedicated managers. Acting as a strategic business leader and customer champion, you will be responsible for ensuring premium ownership experiences, sustainable revenue growth, and a unified aftersales strategy.

Key Responsibilities

• Strategic Leadership & Business Direction
• Define and deliver the national aftersales strategy to support Zeekr's premium EV brand positioning.
• Own aftersales P&L, driving revenue, profitability, service retention rate, CSI and operational efficiency across all functions.
• Establish aftersales and service related KPIs, policy, dealer operation standard, incentives framework, governance, and reporting systems to ensure performance accountability.
• Serve as senior management representative for aftersales in strategic planning and corporate decision-making.
• Dealer Network & Service Standards
• Lead nationwide dealer aftersales operations, ensuring strict adherence to Zeekr service standards.
• Develop dealer capability through structured training, audits, and business performance reviews.
• Support dealer expansion and pre-launch readiness to secure consistent customer experiences across the network.
• Workshop Operations & Customer Care (Direct Leadership)
• Personally oversee workshop operations to ensure quality, readiness, and brand-aligned processes.
• Lead customer care and call center operations, including omni-channel complaint handling, CRM integration, and escalation management.
• Drive continuous improvement in CSI and NPS, embedding a culture of customer-first service delivery.
• Technical & Warranty (Functional Oversight)
• Oversee technical governance and warranty management through the Technical Manager.
• Ensure effective case resolution, product quality monitoring, and technical support for the dealer network.
• Drive training and certification programs to build network technical capability.
• Spare Parts & Warehouse Logistics (Functional Oversight)
• Provide leadership to the Spare Parts Manager in planning, inventory control, and parts pricing.
• Oversee warehouse logistics to ensure high fill-rates, fast turnaround, and operational compliance.
• Strengthen supply chain integration with HQ and regional hubs to support service readiness.
• Aftersales Marketing & Retention
• Design and oversee aftersales marketing campaigns, service promotions, and loyalty programs.
• Ensure CRM-driven engagement strategies that enhance retention, workshop traffic, and customer lifetime value.
• Track campaign ROI and use customer insights to continuously refine activities.
• People & Organizational Development
• Lead and inspire the aftersales organization, integrating technical, parts, service, and customer care into one high-performing team.
• Foster collaboration across Sales, Marketing, HQ, and dealers for seamless customer journeys.
• Ensure succession planning, talent development, and a strong premium service culture.

Requirements

Recruitment Notice

Zeekr Malaysia is seeking a senior leader to oversee its nationwide aftersales business. This role integrates dealer network, workshop operations, call center, customer care, technical, parts, and warehouse logistics into one cohesive function, ensuring premium EV ownership experiences and strong business growth.