Head of Retail Excellence & Capability-Xiaomi EV

【Responsibilities】

1. Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels.
2. Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle.
3. Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness.
4. Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurate and aligned to operational reality.
5. Lead the development of customer education programmes that improve understanding, confidence and engagement throughout the ownership journey.
6. Establish customer feedback mechanisms and voice-of-customer frameworks to identify opportunities for improvement.
7. Partner with functional teams to ensure customer journey considerations are embedded into processes, systems and business decisions.
8. Act as the central advocate for the customer, translating customer insights into strategic recommendations and business improvements.

【Requirements】

1. Proven experience leading retail excellence, sales excellence, operations or capability functions within automotive, retail or other customer-facing multi-site businesses.
2. Strong track record of designing and scaling operational standards, performance frameworks and capability programmes across multiple locations or markets.
3. Deep understanding of retail operations, customer experience, performance management and organisational capability development.
4. Highly analytical with the ability to translate data and insights into practical actions that improve business performance.
5. Exceptional stakeholder management and influencing skills, with the ability to drive alignment across diverse teams and senior leaders.
6. Experienced in leading change, embedding new ways of working and delivering results in fast-paced, high-growth environments.
7. Strong programme management capabilities with a bias for action and execution.
8. Customer-centric, commercially minded and passionate about building high-performing teams and cultures.

【Privacy Statement】

• By applying for the job, you acknowledge that you have read and accepted the privacy policy:
• Data Controller: Xiaomi.
• Purpose: Your personal data will be processed for the purpose of evaluating and managing your job application.
• Retention: As a general practice, your data will be kept for one year for these purposes unless a different retention period is required by applicable law. We encourage you to keep it updated, as it may be used to share future job openings that match your profile and may be of interest to you.
• Legal Basis: Data subject’s consent.
• International Transfers: Processing your job application may require the transfer of your personal data to other regions (for example, Chinese mainland). If this occurs, Xiaomi will implement appropriate safeguards in accordance with applicable rules on international data transfers to ensure that your personal data is processed securely.
• Data subject rights: You may exercise your data protection rights (access, rectification, erasure, etc.) and contact our Data Protection Officer via our platform: https://privacy.mi.com/support/?locale=en
• Additional Information: https://privacy.mi.com/HR/en_GB/