Aftersales Manager - France

About Lucid

At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid’s proprietary technology and software-defined vehicle architecture, our award-winning vehicles bring our “Compromise Nothing™” approach to the global automotive market. That means refusing to choose between performance and sustainability, design and engineering, ambition and integrity. In Lucid Air and Lucid Gravity, we have designed and built vehicles that have redefined their segments, combining exceptional range, performance, design, and expansive space in a single experience.

We achieve this through deep vertical integration, with design, engineering, and production happening in-house across our global offices and manufacturing facilities. Our teams come from industries around the world, united by a shared commitment to excellence. By refusing to settle, you can help redefine what’s possible and shape the future of mobility.

Aftersales Manager - France

We are seeking a highly experienced and customer-focused Aftersales Manager to lead aftersales performance, service operations, and customer support across the French market. This role is responsible for ensuring the delivery of a premium ownership experience through effective governance of the service network, operational partners, warranty processes, and customer escalation management.

As part of Lucid’s Hybrid National Sales Company (NSC) model, the Aftersales Manager serves as the primary interface between Lucid Europe, Lucid France, Authorized Repairers, Agents, and contracted service providers operating under the Master Services Agreement. The role retains accountability for aftersales performance and customer outcomes while governing partner execution against Lucid standards, service level agreements, operational KPIs, and customer experience requirements. The Aftersales Manager is a critical leader in maintaining operational readiness, service quality, technical capability, and customer satisfaction throughout the French network.

Key Responsibilities

Aftersales Performance & Customer Experience

• Own overall aftersales performance for the French market
• Deliver a premium Lucid ownership experience by driving customer satisfaction, service quality, and network performance in alignment with Lucid standards
• Lead continuous improvement initiatives to achieve CSAT, NPS, and service KPI targets to enhance the overall customer experience

Service Network Management

• Act as the primary aftersales interface for contracted service providers operating under the Master Services Agreement
• Govern operational performance across Authorized Repairers, service partners, and Agents
• Ensure service network readiness, capacity, and coverage to support vehicle population growth and market expansion across France while driving operational effectiveness and efficiency improvements
• Monitor service network performance through KPI tracking and regular operational reviews with partners, driving corrective actions and continuous improvement where needed
• Ensure compliance with Lucid service processes, standards, and customer experience requirements
• Support onboarding and activation of new service partners and Authorized Repairers
• Coordinate implementation of aftersales training initiatives and operational enablement programs

Technical Operations & Escalation Management

• Lead and coordinate technical escalations, complex customer issues, and critical vehicle case resolution between the French market and Lucid Europe, ensuring effective prioritization and governance
• Monitor field quality performance, escalate emerging quality concerns and operational risks, and drive corrective actions in collaboration with technical support teams
• Oversee the execution of technical campaigns, service actions, and field initiatives while continuously improving service outcomes and repair effectiveness

Warranty & Compliance Management

• Oversee warranty administration and performance in the French market, ensuring compliance with Lucid warranty policies, procedures, and operational standards
• Monitor and optimise warranty claim quality, approval timelines, and cost performance by identifying trends that impact warranty expenditure, service quality, and operational effectiveness
• Support aftersales network compliance and performance by ensuring adherence to warranty, repair, legal, regulatory, and operational requirements across the French market
• Conduct audits and compliance reviews where required

Parts Distribution Management

• Monitor and optimise parts availability, supply, and distribution across the French network in partnership with Lucid Europe and operational partners
• Identify and mitigate risks impacting parts availability, repair completion, and vehicle off-road time while supporting inventory strategies that enhance service performance and operational efficiency

Systems, Reporting & Data Governance

• Ensure accurate use of Lucid aftersales systems, tools, and reporting processes while maintaining compliance with cybersecurity, data governance, and operational standards
• Monitor service data quality, case management effectiveness, and reporting accuracy to drive operational performance and continuous improvement
• Develop regular performance reporting for Lucid France and European leadership
• Identify trends, risks, and improvement opportunities through analysis of aftersales data
• Support deployment of new processes, systems, and operational tools supporting service operations

Requirements

• Bachelor's degree in Automotive Engineering, Business Administration, Operations Management, or related field
• Significant experience in automotive aftersales, service operations, warranty, or technical support environments
• Strong understanding of service network management, warranty processes, and customer experience delivery
• Experience managing dealer, retailer, distributor, or authorized repairer networks
• Strong technical and operational problem-solving capabilities
• Experience working with automotive service systems, warranty platforms, and performance reporting tools
• Excellent stakeholder management and partner governance skills
• Ability to manage complex customer and technical escalations
• Strong analytical, organizational, and leadership capabilities
• Fluent in French and English

Success Measures

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) performance
• Service network performance against agreed KPIs and SLAs
• Warranty quality, compliance, and cost management
• Service readiness and network coverage targets
• Parts availability and repair completion performance
• Resolution time for customer and technical escalations
• Network audit and compliance performance
• Service partner performance against contractual obligations
• Successful support of market launch and network expansion objectives

Lucid Motors is committed to maintaining a safe and trustworthy environment. As such, a background check may be required during the hiring process. This will be performed in line with European data protection laws, and candidates will be informed and asked to provide consent before the check is conducted.

At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable local laws and regulations.