ROLE OVERVIEW
As ZEEKR Korea’s founding Customer Relationship Management Manager, you will take ownership of the customer care function — completing the core policies and processes being set up before launch, and building out the full operation ahead of first vehicle deliveries.
You will design and continuously improve the Customer Relationship Management Policy that sets the standard for how customer cases are handled across the entire network, and you will personally step in for high-severity cases — including meeting dissatisfied customers in person when needed to reach a resolution.
Beyond direct case management, you will own ZEEKR Korea's VOC program, manage 3PL partners for the CIC and RSA, coordinate Lemon Law cases, and drive CX improvements across the full ownership journey. Your KPIs are NPS, CSI, and contact center SLA.
KEY RESPONSIBILITIES
1. Customer Care Policy & Escalation Management
- Design and own the Customer Care Policy — the tiered escalation system defining when dealers resolve cases independently, when they escalate to ZEEKR Korea, and when HQ involvement is needed. Convert this into clear SOPs, compensation guidelines, and dealer training materials.
- Build and maintain the ZEEKR Korea Customer Relationship Management Excellence Framework: a central reference document covering the Customer Relationship Management Policy, communication standards, complaint categories, goodwill budget rules, and customer journey guidelines.
- Serve as the ultimate escalation point for high-severity dissatisfied customer cases. When dealer-level resolution is exhausted, directly engage — including in-person meetings with the customer — to execute a ZEEKR Korea-led resolution and restore the customer relationship.
- Maintain goodwill budget by escalation tier; regularly review how dealers handle complaints, identify gaps, and provide coaching and improvement plans.
2. Lemon Law Case Coordination
- Serve as ZEEKR Korea’s primary coordinator for all Lemon Law (자동차관리법 제48조의 2) cases — working with local legal counsel and ZEEKR HQ Legal on response strategy, timelines, and resolutions. Develop and maintain a clear, step-by-step internal Lemon Law response guide.
- Keep a complete Lemon Law case log; proactively watch for early warning signs (repeat repairs, extended repair times) and take preventive action before cases reach formal proceedings.
3. 3PL Vendor Management — CIC & RSA
- Own day-to-day performance management of the CIC 3PL partner: define KPIs (response rate, AHT, FCR, NPS), conduct monthly reviews, and ensure consistent quality across all channels — voice, email, chat, and digital — reflecting ZEEKR’s premium brand tone.
- Manage the RSA 3PL partner: define SLA standards (response time, nationwide coverage) and drive continuous service improvement.
- Lead CIC and RSA RFP/RFQ processes, vendor evaluation, and contract negotiations in coordination with Head of Aftersales.
4. Customer Experience Strategy & VOC
- Build and run ZEEKR Korea’s VOC program — set up feedback collection at every stage of the ownership journey, identify root causes from the data, and turn insights into concrete improvement actions.
- Build and manage the NPS and CSI measurement framework; report quarterly to Head of Aftersales and ZEEKR HQ with diagnosis and improvement roadmap.
- Design and run ZEEKR Korea’s customer loyalty program: post-delivery follow-ups, communications at key ownership milestones, and consistent standards for digital owner channels (app, community, social media).
5. Cross-functional Collaboration & Dealer Training
- Work closely with the Service Network, Warranty, and Parts teams to make sure customer experience is built into all operational processes and policies.
- Develop and deliver customer care training for dealer frontline staff — covering ZEEKR’s communication standards, Customer Care Policy escalation steps, complaint handling, and VOC data collection.
- Share VOC findings with product, technical, and HQ teams to drive improvements to vehicle quality and the ownership experience; represent ZEEKR Korea in HQ-level customer satisfaction forums and reporting in English.
REQUIRED QUALIFICATIONS
- 5+ years in customer service, care, or CX, with at least 3 years in the automotive industry — ideally at a premium imported brand’s Korean subsidiary or OEM-level organization.
- Proven experience designing or managing customer complaint escalation systems or tiered dealer CS policies.
- Working knowledge of Korean Lemon Law and automotive consumer protection regulations; prior Lemon Law case coordination experience strongly preferred.
- Experience with VOC methods and customer satisfaction measurement (NPS, CSI, CSAT); experience building or running a VOC program from scratch.
- Business-level English — capable of reporting, presenting, and corresponding with ZEEKR HQ.
PREFERRED QUALIFICATIONS
- Prior experience at a Korean subsidiary of a premium imported automotive brand in a customer care, aftersales, or CX function.
- Experience with CRM or customer feedback platforms (e.g., Salesforce Service Cloud, Medallia, Qualtrics, or equivalent).
- Exposure to EV-specific customer care topics: OTA update communication, charging infrastructure support, and app-based EV owner engagement.
- Conversational or working-level Mandarin Chinese is a plus for direct HQ communication.
