Job Responsibilities:

1. After-Sales Business Management: Lead the planning and execution of service business performance in Hong Kong to drive customer retention, revenue, and operational quality. (25%)

a. Set annual targets for service volume, revenue, and customer retention in alignment with PAG/PCN objectives

b. Monitor workshop capacity, utilization rate, and technician productivity in coordination with PCHK service teams

c. Drive adoption of value-added services (e.g., extended warranty, maintenance packages)

d. Coordinate service campaigns (e.g., recall, technical bulletin, seasonal promotion) with PCHK and central teams

e. Standardize service processes and tools in line with global and regional standards"

2. Customer Experience & Relationship Management: Manage a premium customer experience across all service touchpoints. (25%)

a. Define and monitor CX programs for the service journey in line with PCN standards

b. Lead local customer satisfaction programs and act on feedback to improve customer experience

c. Oversee CRM execution for service campaigns, reminders, and loyalty initiatives

d. Optimize service experience through complaint resolution and satisfaction initiatives, including handling escalated cases, proposing compensation solutions, and driving systemic improvements"

3. Classic & Heritage Vehicle Business: Own the end-to-end management of the Classic Car business — a unique and strategic segment in Hong Kong. (15%)

a. Develop and execute a dedicated service and engagement strategy for classic car owners

b. Define specialized service protocols, parts sourcing, and workshop standards in collaboration with PCHK

c. Support brand storytelling, events, and PR activities around heritage vehicles

d. Serve as the local expert and escalation point for classic car cases"

4. Insight, Operations & Process Excellence: Act as the regional hub for service and customer data, insight, and operational coordination. (20%)

a. Consolidate and analyze service KPIs across markets

b. Analyze customer data to build profiles, identify preferences, and support segmentation for targeted engagement

c. Prepare regular reports and dashboards for Head of HK and regional stakeholders

d. Support PCHK training on service protocols, customer communication, and digital tools

e. Share best practices and coordinate process improvements across markets

5. Support to Head of Hong Kong Office: Provide strategic and operational support to ensure integrated business success. (15%)

a. Support Head of HK in business reviews, presentations, and cross-functional alignment

b. Lead preparation for market planning, investor updates, and regional meetings

c. Represent Hong Kong in service/customer working groups and knowledge-sharing forums

d. Act as backup for Head of HK on key service and customer topics

Requirements:

1. 6+ years of experience in automotive, luxury, or premium consumer service operations, CRM, or customer experience

2. Proven experience in managing service KPIs, workshop operations, and distributor/service partner collaboration

3. Strong analytical skills with experience in data reporting, dashboarding and customer segmentation

4. Experience or passion for classic/historic vehicles is a strong advantage

5. Excellent communication, project management, and cross-functional coordination skills

6. Fluent in English and Chinese (Cantonese and Mandarin); written Chinese proficiency required