The Customer Care Manager leads the strategy and execution of customer support across the Americas, ensuring a luxury experience from first contact to final resolution.
This role oversees Call Center Operations, Case Management Reporting & Analytics, and Buyback Operations, while serving as the primary liaison with the Legal Department for high-risk US matters, including Lemon Law, Arbitration and Magnuson-Moss claims.
Key Responsibilities
Lemon Law & Buyback (BB) Management, mainly US focus, but not limited to:
- Lead resolution of dealer and customer complaints, preventing escalation to arbitration or litigation
- Analyze high-risk cases with Italy and the other Aftersales teams (Operations, Technical, Supply Chain, Warranty) by repair attempts, days down, critical models, to determine the most appropriate actions to take
- Interface directly with legal counsel to mitigate financial liability
- Liaise with Italy for buyback and compensation negotiations’ authorization
- Oversee the buyback/lemon law process in coordination with the Legal Department and the Buyback Services provider for repurchase, reconditioning and re-titling
- Monitor, in collaboration with the Remarketing team and the Buyback Services provider, the status and pipeline of buyback vehicles in Maserati’s inventory
- Oversee the buyback claim process for payment by Maserati SpA once the process has been completed
- Monitor regularly Buyback and Compensation cost trend and provide estimates for the following periods
Call Center Operations & Case Management Reporting & Analytics
- Own Call Center performance (phone, email, chat, social) across the Americas
- Monitor and improve the case management processes as needed: intake, categorization, escalation, closure
- Monitor service levels (first contact resolution, case aging etc. ) and take action when improvements are required
- Lead Customer Service Advocates and Executive Referral Agents who handle cases with critical customers (buyback candidates, repeat repair complainants, legal threats)
- Conduct regular call/case audits for brand consistency, empathy, and legal compliance
- Optimize CRM case routing and escalation triggers
Latin America & Canada
- Manage and review processes for Mexico, Latin America and Canada, in collaboration with the local Distributors/dealerships and local consumer protection laws
Dealer Support & Quality
- Partner with Aftersales Operations and Technical teams to highlight areas of improvements with dealerships based on customer feedback and repair history
- Collaborate with Maserati Legal Counsel to train dealer service managers and service advisors on the best practices to prevent and defend against lemon law claims
Team Leadership
- Mentor customer care and case management teams, fostering empathy, efficiency, and legal accuracy