Customer Relations Manager

About the role

OMODA & JAECOO are accelerating their growth in Belgium and Luxembourg. To support our after sales operations, we are looking for a Customer Relations Manager to assist the complaint management and customer relationship excellence, ensuring that all customer issues are handled efficiently, professionally, and in line with brand standards.

You will act as a key link between customers, dealers, and internal departments to improve satisfaction and strengthen long-term loyalty.

Key Responsibilities

• Manage and oversee the end-to-end customer complaint handling process within the after-sales CRM system
• Ensure timely, accurate, and professional responses to customer inquiries and escalations
• Coordinate with dealers, service centers, technical teams, and internal departments to resolve customer issues
• Monitor complaint trends and identify root causes to support continuous improvement initiatives
• Maintain accurate CRM records and ensure data integrity across all customer interactions
• Develop and implement best practices for complaint handling and customer recovery processes
• Prepare regular reports and KPIs on customer satisfaction, complaint resolution time, and recurring issues
• Support the development of customer retention and loyalty strategies in the after-sales environment

Your Profile

• Bachelor’s degree in Business Administration, Marketing, Automotive Engineering, or related field
• 3+ years of experience in CRM, customer service, or after-sales support (automotive industry preferred)
• Strong experience in complaint management or customer escalation handling
• Familiarity with CRM systems (e.g., Salesforce, SAP CRM, or similar platforms)
• Excellent communication and interpersonal skills, with a customer-first mindset
• Strong analytical skills with the ability to identify patterns and propose solutions
• Fluent in English, Dutch and French
• Ability to work in a fast-paced, multicultural environment