Overview
Customer Care Zone Manager Jobs in Greater Istanbul at Stellantis Middle East & Africa
Title: Customer Care Zone Manager
Company: Stellantis Middle East & Africa
Location: Greater Istanbul
Company Overview
Stellantis is a leading global automaker and mobility provider that offers clean, connected, affordable, and safe mobility solutions. Our Company’s strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our people, and our deep roots in the communities in which we operate. Our ambitious electrification and software strategies and the creation of an innovative ecosystem of strategic, game-changing partnerships are driving our transformation to a sustainable mobility tech company.
The driving force behind us is the diverse and talented group of employees around the world who bring their passion and experience to their work every day. And while we are a truly global organization, we remain deeply rooted in the communities in which we operate and where our colleagues live and work.
With industrial operations in nearly 30 countries, Stellantis could consistently exceed the evolving needs and expectations of consumers in more than 130 markets, while creating superior value for all stakeholders.
Job Overview
Job Purpose / Summary
The Customer Care Zone Manager is responsible for delivering fast, high-quality solutions that meet the needs of Stellantis brand customers across the MEA region. The role focuses on driving customer satisfaction and loyalty through effective customer care initiatives, ensuring high-quality service delivery to end customers while optimizing operational costs.
Key Responsibilities
- Customer Service & Market Performance
- 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.
- Support markets in enhancing customer experience and service performance through best practice implementation and performance monitoring.
- Case Management & Decision Authority
- 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.
- Balance customer satisfaction objectives with financial performance and compliance requirements.
- Act as a key escalation point for critical customer issues across the region.
- Operational Excellence & Process Improvement
- Identify operational gaps and implement corrective actions to improve customer care processes.
- Escalate structural or recurring issues to leadership teams and support the implementation of sustainable solutions.
- Contribute to the continuous improvement of customer care standards, processes, and governance across the region.
- Product Quality & Technical Collaboration
- Detect recurring technical and quality-related issues through customer feedback, market insights, and case analysis.
- Collaborate closely with technical, engineering, quality, and after-sales teams to support root cause analysis and issue resolution.
- Provide structured feedback regarding customer expectations, vehicle usage patterns, and emerging concerns to support continuous product improvement.
- Support initiatives aimed at improving product quality and customer satisfaction.
Qualifications & Experience
Education
- Bachelor’s Degree in Engineering, Automotive Engineering, Business Administration, or a related field.
Professional Experience
- 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.
Languages
- Fluent English (mandatory).
- French, Arabic, and/or Turkish language skills are considered a strong advantage.
Skills & Competencies
Technical & Functional Skills
- Strong analytical skills with the ability to identify trends, root causes, and improvement opportunities.
- Excellent negotiation and decision-making capabilities, particularly in sensitive customer situations.
- Solid understanding of after-sales operations, customer care processes, KPIs, and dealership performance management.
- Ability to manage multiple stakeholders and drive alignment across regions and functions.
- Proficiency in data analysis and reporting tools, including Excel and dashboard reporting solutions.
- Strong communication and presentation skills with the ability to engage stakeholders at all organizational levels.
Personal Attributes
- Customer-centric mindset with a strong focus on delivering value and satisfaction.
- High level of ownership, accountability, and integrity.
- Resilient and able to perform effectively in a fast-paced and demanding environment.
- Proactive, solution-oriented, and committed to continuous improvement.
- Strong interpersonal skills with the ability to influence stakeholders and build trusted relationships.
Mobility Requirements
- Willingness to travel across the MEA region as required.
- Flexibility to support multi-country operations and regional initiatives.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Customer Loyalty Metrics
- Case Resolution Turnaround Time
- Escalation Resolution Effectiveness
- Goodwill and Courtesy Cost Management
- Service Quality Performance
- Market Customer Care KPI Achievement
- Customer Complaint Reduction Rate
- Process Improvement Implementation Rate
- Product Quality Issue Detection and Escalation Effectiveness
- Regional Customer Care Performance Improvement Metrics
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation, and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
