Strong expertise in aftersales and customer care processes, including warranty, returns, repair flows, service logistics, and escalation management. * Execute and roll out after-sales strategy across markets and (offline) service partners * Establish KPI based performance management and implement continuous improvement measures * Derive actionable insights from operational data and customer feedback to enhance service excellence * Experience in project management, aftersales, customer care, operations, or consulting in hardware-focused industries; optometry background is a plus. * Proven skills in operational excellence, process design, and strategic thinking to develop scalable, customer-centric service models. * Practical experience with Jira or similar tools for system and requirements management, including backlog coordination with IT and product teams.
mehr