ROLE OVERVIEW

We are looking for a National B2B Aftersales & Fleet Account to lead and optimize the end-to-end aftersales service relationship with key B2B customers across the automotive sector.

In this role, you will act as a strategic partner and operational reference point , ensuring high service performance and customer satisfaction. You will coordinate cross-functional teams (Call Center, Customer Care, Technical, Parts, and Brand organizations) to deliver efficient, consistent, and high-quality service solutions.
This position combines account management, service consulting, and performance analytics , with a strong focus on continuous improvement and customer experience excellence.

KEY RESPONSIBILITIES

Account Management & Customer Relationship
- Act as the main point of contact for B2B customers on all aftersales service topics
- Build and maintain strong, trust-based relationships with key stakeholders (fleet, leasing, rental companies)
- Ensure clear, proactive, and professional communication aligned with client expectations

Service Coordination & Issue Resolution




- Serve as the operational interface between customers, Call Center, and internal teams
- Coordinate with Parts, Technical Assistance, Brand Organizations, and Customer Care (Care4Fleet)
- Monitor open cases, ensure timely resolution, and proactively escalate when needed

Process Optimization & Consulting
- Analyze end-to-end aftersales processes and identify improvement opportunities
- Provide consultative support to optimize workflows and service efficiency
- Support customers in adopting and effectively using digital service tools

Performance Monitoring & Reporting
- Track KPIs and service performance using dashboards and reporting tools
- Prepare and present insights during customer reviews, performance meetings, and workshops
- Define improvement actions and monitor their implementation and impact

Continuous Improvement & Customer Insights
- Contribute to the evolution of aftersales

📌 Nationalb Aftersales (Italia)
🏢 Stellantis
📍 Italia