Customer Care Zone Manager

Stellantis

Customer Care Zone Manager responsible for customer satisfaction and operational excellence across MEA markets at Stellantis. Leading customer service initiatives and managing complex cases for automotive customers.

Posted 6/21/2026full-timeCasablanca • 🇲🇦 MoroccoMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Validate, deploy, and monitor customer service initiatives across MEA markets to ensure alignment with brand standards and strategic objectives.
Drive continuous improvement of key performance indicators (KPIs), including service quality, customer satisfaction, and turnaround time.
Lead the negotiation and resolution of complex customer cases, including trade buyback situations, ensuring fair and business-aligned outcomes.
Review, approve, or reject goodwill and courtesy requests in line with company policies and profitability targets.
Identify operational gaps and implement corrective actions to improve customer care processes.
Detect recurring technical and quality-related issues through customer feedback, market insights, and case analysis.

Requirements

What you’ll need

Bachelor’s Degree in Engineering, Automotive Engineering, Business Administration, or a related field.
Minimum 5–8 years of experience in Customer Care, After-Sales, Technical Support, or Dealer Network Management within the automotive industry.
Proven experience managing complex customer cases, including buybacks, escalations, and customer negotiations.
Experience working with dealer networks and cross-functional teams.
Demonstrated ability to collaborate effectively with technical, quality, commercial, and operational stakeholders.
Fluent English (mandatory). French, Arabic, and/or Turkish language skills are considered a strong advantage.

Benefits

Comp & perks

Willingness to travel across the MEA region as required
Flexibility to support multi-country operations and regional initiatives

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceperformance indicatorscustomer satisfactioncase analysistechnical supportdealer network managementnegotiationproblem resolutionprocess improvementoperational gap analysis

Soft Skills

collaborationcommunicationleadershipinterpersonal skillsstrategic thinkinganalytical skillsnegotiation skillscustomer focusadaptabilityteamwork

Certifications

Bachelor’s Degree in EngineeringBachelor’s Degree in Automotive EngineeringBachelor’s Degree in Business Administration