Customer Care Manager – Southern Europe

About the role

TCL Electronics Europe is strengthening its Customer Care & Aftersales organisation to support growth in Southern Europe. As Customer Care Manager, you will own the customer service agenda across the territory of Croatia, Slovenia, Serbia and Bosnia & Herzegovina, ensuring reliable aftersales operations, strong partner performance and improved customer satisfaction. You report to the Customer Care & Quality Director, travel about 10%, and act as the key link between Sales, distributors, authorised service providers and European service management.

Key responsibilities

• Set and deliver territory priorities for customer satisfaction, service quality and operational performance, and track indicators such as repair turnaround time, open cases, first-time-fix performance, complaint resolution and NPS.
• Identify recurring issues, lead root-cause analysis and implement corrective and preventive actions.
• Work with Sales teams and key retailers or distributors to review market needs and field issues, and negotiate aftersales conditions in line with TCL policies and local requirements.
• Ensure partners apply the latest service procedures, policies and customer communication standards, and escalate risks and market insights to European Service Management.
• Manage the operational relationship with authorised service providers, including performance reviews, coaching, compliance monitoring, audits and business reviews, and oversee exchange or swap stock and stocktaking.
• Manage the territory aftersales budget and P&L, coordinate cross-functional responses to operational issues and maintain dashboards and management reports.

Required profile

• Bachelor's degree in business, engineering, operations or a related field.
• At least three years of experience in customer service, aftersales, service operations or a related role; consumer electronics experience strongly preferred.
• Fluent written and spoken English; knowledge of local languages is an advantage.
• Working knowledge of service networks, retailers, distributors and warranty processes in the region.
• Existing relationships with regional retailers, distributors or service providers are an advantage.

Required skills

• Strong analytical, negotiation, communication and stakeholder-management skills.
• Ability to work independently, manage priorities and influence within a remote, international organisation.