Regional Aftersales Manager - France

We are seeking a highly experienced and customer-focused Regional Aftersales Manager to support Lucid's aftersales operations in France. The role is responsible for service performance, customer experience, field quality management, warranty administration, technical escalation management, service partner governance, and operational readiness across the French market. 

As part of Lucid's National Sales Company (NSC) model, the Regional Aftersales Manager serves as the primary interface between Lucid Europe, Lucid France, Authorized Repairers, Agents, and contracted service providers. The role retains accountability for aftersales performance, field quality, technical capability, and customer outcomes while governing partner execution against Lucid standards, service levels, operational KPIs, and customer experience requirements. 

The position reports to the France Country Director, with a functional reporting line to the Sr. Manager, Aftersales Operations Europe, and serves as the local owner for service performance, field quality, technical escalation management, warranty governance, and customer satisfaction across the French market. 

Key Responsibilities 

Aftersales Performance & Customer Experience 

• Own aftersales performance and customer experience outcomes for the French market.  

• Monitor and improve customer satisfaction, service quality, and network performance against agreed KPIs and service standards.  

• Lead resolution of significant customer concerns, service escalations, and operational issues.  

• Drive continuous improvement initiatives to enhance customer experience, service effectiveness, and operational performance. 

Service Network & Partner Management 

• Govern operational performance across Authorized Repairers, Agents, and contracted service providers.  

• Ensure service network readiness, coverage, capacity, and capability support vehicle population growth and market expansion.  

• Monitor partner performance against agreed service levels, operational KPIs, customer experience standards, and contractual obligations.  

• Lead governance forums, operational reviews, issue resolution, and performance improvement activities with service partners.  

• Support onboarding, activation, and development of new service partners and network capability. 

Technical Operations, Field Quality & Escalation Management 

• Own field quality performance and coordinate technical escalation processes between the French market and Lucid Europe.  

• Coordinate investigation and resolution of complex technical, product quality, and customer concerns affecting vehicle performance or customer experience.  

• Monitor field quality trends, repeat repairs, warranty data, and emerging product issues, ensuring timely reporting and escalation through established quality governance processes.  

• Support implementation and effectiveness tracking of technical campaigns, service actions, field measures, and corrective actions across the French network.  

• Provide structured market feedback on product performance, repair effectiveness, and customer concerns to support continuous product and service improvement. 

Warranty & Compliance Management 

• Oversee warranty administration and performance within the French market.  

• Ensure compliance with Lucid warranty processes, repair standards, legal requirements, and operational procedures.  

• Monitor warranty claim quality, approval timelines, expenditure trends, and compliance outcomes.  

• Support audits, compliance reviews, and corrective actions across the aftersales network. 

Parts Availability & Service Readiness 

• Monitor parts availability and service readiness across the French network.  

• Coordinate with Lucid Europe and operational partners to support effective parts supply, inventory management, and distribution activities.  

• Identify and mitigate risks impacting repair completion, vehicle off-road time, or service performance.  

• Support operational readiness for new product launches, technical campaigns, service initiatives, and network growth. 

Training, Capability & Network Development 

• Support development of technical capability and service excellence across the French network.  

• Monitor technician readiness, certification, and training completion requirements.  

• Coordinate implementation of aftersales training, operational enablement, and capability development initiatives.  

• Identify capability gaps and implement improvement plans supporting operational readiness and network growth. 

Systems, Reporting & Data Governance 

• Ensure effective use of Lucid aftersales systems, reporting tools, and operational processes.  

• Maintain data quality, reporting accuracy, system compliance, and governance standards across service and field quality operations.  

• Prepare aftersales, field quality, warranty, and operational performance reporting for local and European stakeholders.  

• Identify trends, risks, and improvement opportunities through analysis of operational, warranty, technical, and customer data. 

Requirements 

• Degree qualification in Automotive Engineering, Business Administration, Operations Management, or a related discipline.  

• Significant experience in automotive aftersales, service operations, warranty management, field quality, or technical support environments.  

• Strong understanding of service network management, customer experience, warranty administration, technical operations, and field quality processes.  

• Experience managing dealer, distributor, retailer, agent, or Authorized Repairer networks.  

• Experience investigating, reporting, and escalating field quality or product performance concerns within an automotive environment.  

• Strong analytical, technical problem-solving, stakeholder management, and communication skills.  

• Experience working with aftersales systems, warranty platforms, case management tools, and operational performance reporting.  

• Experience supporting field quality investigations, technical campaigns, product quality reporting, or corrective action processes within an automotive environment. 

• Ability to manage complex customer, technical, quality, and partner escalations within a matrix organization.  

• Fluent in French and English. 

Success Measures 

• Achievement of customer satisfaction, Net Promoter Score (NPS), and service performance objectives.  

• Service network performance against agreed KPIs, service levels, and contractual obligations.  

• Warranty quality, compliance, and cost management outcomes.  

• Effective identification, reporting, escalation, resolution, and closure of field quality concerns, technical campaigns, and corrective actions.  

• Parts availability, service readiness, vehicle off-road time, and repair completion performance.  

• Effective resolution of customer, technical, quality, and operational escalations.  

• Successful support of market growth, product launches, and network capability development initiatives. 

Lucid Motors is committed to maintaining a safe and trustworthy environment. As such, a background check may be required during the hiring process. This will be performed in line with European data protection laws, and candidates will be informed and asked to provide consent before the check is conducted.