Mariya Stoyanova

Lead regulatory compliance and RMI governance across EU aftersales operations Translate EU legislation into scalable operational processes across multiple markets Define and implement aftersales compliance frameworks supporting NSCs, importers, and service networks Own Roadside Assistance setup and governance, including vendor coordination and market rollout Drive battery compliance and sustainability processes Ensure audit readiness, documentation accuracy, and system/data alignment across markets

Led the design and launch of Zeekr’s pan-European contact center, enabling D2C operations and multilingual support. Partnered with Sales, Tech Support, and IT to define customer journey standards, KPIs, and escalation flows. Drove CRM alignment and Salesforce automation to enhance routing, reporting, and SLA tracking. Built a performance-driven culture through coaching and QA. Delivered operational readiness for market launch with scalable procedures, multilingual training, and cross-market consistency.

Collaborated with marketing and business development teams to identify growth opportunities and boost sales through targeted engagement strategies. Attracted new customers and maintained strong client relationships, achieving a 25% repeat business rate. Enhanced satisfaction with clear communication, timely issue resolution, and data-driven insights that improved customer service, product development, and overall dealership performance, driving stronger brand loyalty and sustainable business growth.

Developed and executed a digital marketing strategy across social media channels, driving an 18% sales increase. Leveraged insights to identify market opportunities and strengthen brand awareness through content-driven campaigns. Delivered tailored customer solutions by understanding client needs and optimizing engagement strategies that enhanced loyalty, boosted visibility, and supported sustainable business growth across key market segments.

Identified and pursued new sales opportunities in collaboration with marketing and business development teams. Conducted in-depth consultations to understand and meet customer needs in automotive technology. Delivered personalized service and effective problem-solving to ensure high satisfaction, strengthen relationships, and drive repeat business through a customer-centric and solution-oriented approach.

Tracked consumer trends to optimize product offerings and align with market demand. Trained and mentored sales representatives, increasing closures by 22%. Managed inventory and site operations to ensure efficiency and accuracy. Designed and implemented sales training programs that enhanced team performance and motivation. Successfully led a retail store with six employees, driving consistent growth, strong customer satisfaction, and operational excellence.

Coordinated inventory management and stock replenishment to ensure consistent product availability. Organized promotional events and in-store displays to boost sales and engagement. Analyzed sales data to identify trends and opportunities, achieving a 10% sales increase. Trained and supervised junior staff in sales and customer service excellence. Maintained strong vendor relationships to ensure timely deliveries and an optimized, high-performing product assortment.