Senior Aftersales Manager / Aftersales Director (Talent Pool)

At VinFast , we are building a strong Talent Pool for future leadership roles in Aftersales as we expand globally.

This is an opportunity to play a key role in shaping world-class aftersales operations, delivering exceptional customer experience, and supporting the growth of a leading EV brand on the global stage.

Key Responsibilities

Aftersales Strategy & Operations

• Define and execute aftersales strategies aligned with global expansion
• Build scalable operating models across service workshops, mobile service, and partner networks
• Standardize processes and ensure operational excellence
  
  

Service Network Development

• Develop and manage service center and dealer networks
• Ensure consistent service quality, SLA compliance, and performance across markets
• Drive continuous improvement through audits and best practices
  
  

Customer Experience (CX)

• Design and optimize the end-to-end post-sales journey
• Drive improvements in CSAT, NPS, and customer retention
• Handle critical escalations and ensure customer satisfaction
  
  

Parts, Warranty & Quality

• Oversee spare parts supply chain and availability
• Manage warranty policies, cost control, and fraud prevention
• Provide insights to improve product quality through aftersales data
  
  

Digital Transformation

• Lead implementation of systems (CRM, DMS, OTA, remote diagnostics)
• Drive innovation in aftersales services and customer engagement
  
  

Leadership

• Build, lead, and develop high-performing teams
• Establish KPIs and performance management frameworks
  
  

RequirementsRequirements

• 10–15+ years of experience in automotive/EV aftersales
• At least 5 years in senior leadership roles (Head / Director level)
• Strong expertise across service, parts, warranty, and CX
• Proven ability to operate in fast-paced, high-growth environments
• Strong strategic thinking with hands-on execution capability
• Fluent in English; international experience is a plus
  
  

Benefits✨ Why Join VinFast

• Be part of a globally ambitious EV company
• Shape the future of aftersales and customer experience
• Work in a dynamic, high-impact environment with strong growth potential
  
  

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