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 Requirements Requirements 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 With respect to all your personal data shared to VinFast in the application and the entire recruitment process of VinFast, by clicking “Apply”, submitting your resumé/CV and/or participating in VinFast's recruitment process, you agree that you have read VinFast's Personal Data Protection Policy ("Policy") posted at https://vinfastauto.com/vn_vi/dieu-khoan-phap-ly or https://vinfast.vn/privacy-policy/, you agree to the Policy and consent for VinFast to process your personal data in accordance with the Policy and the applicable regulations on personal data protection