Liu Xiaolong
EMEA Service Manager
Dusseldolf Germany
Summary
1. Global Service Operations & Call Center Management: 14 years of experience in multinational corporations, specializing in establishing and optimizing global service systems including call center deployment, multi-channel integration, and AI-driven digital transformation.
2. Customer Experience & Brand Building: Expertise in enhancing user experience and brand competitiveness through service innovation and standardization, achieving 20% sales growth and 15% satisfaction improvement with premium service programs.
3. Digital & AI-Driven Efficiency: Proficient in CRM, SAP, APP, and AI Chatbot implementation. Successfully improved agent efficiency by 15%, user satisfaction by 10%, and reduced service cycle time by 57% through digital transformation.
4. Partner Ecosystem Management: Extensive experience in building and managing service provider/agent networks with performance management systems to ensure optimal service quality and cost efficiency.
5. Innovation & Problem-Solving: Strong capability in identifying user pain points and designing differentiated service solutions, with proven success in call center intelligence, self-service implementation, and omnichannel support.
6. Cross-cultural Leadership: Fluent in English, Russian and French. Experienced in building and leading diverse international teams from scratch to achieve business objectives.
Overview
14
14
years of professional experience
Work History
EMEA Service Manager
Ecovacs Home Robotics Co
Dusserdolf, Germany
12.2025 - Current
- Develop and implement long-term development plans, annual targets, and service strategies for the EMEA region Service in accordance with the HQ' strategy.
- Ensure that local service standards are aligned with the HQ's global standards while complying with local market compliance requirements in Europe.
- Full Lifecycle Management of Service Providers. Oversee the daily operations of overseas service providers, conduct regular performance evaluations of service providers, and ensure that service performance targets are met.
- Financial and Compliance Management. Drive continuous optimization of local service processes to enhance customer satisfaction and operational efficiency.
- Key Project Implementation and Optimization. Lead the implementation of key HQ service projects in Europe.
Regional Service Director
Haier Overseas Appliance Co., Ltd.
Moscow, Russia
02.2017 - 10.2025
- Developed and executed annual service strategy covering 6 countries, ensuring alignment with corporate objectives.
- Built and managed overseas team and 30+ service provider network from scratch.
- Innovated 'Human-Vehicle-Quality-Reward' service model, reducing service cycle from 6.5 to 2.8 days (57% improvement).
- Omnichannel Contact Center & AI Transformation: Transitioned from outsourced to in-house omnichannel contact center (phone/email/social media/SMS); Implemented unified agent platform with AI-powered response and follow-up system; Reduced total costs by 6.5% while enhancing service experience; Spearheaded AI adoption for knowledge management, self-service channels, and universal agent development.
Area Sales Manager
NDI Tires Limited
06.2014 - 01.2017
- Developed long-term strategy for Eastern Europe and Central Asia markets.
- Expanded international operations, establishing 3 distributors in Russia with $8M+ annual revenue.
Account Manager
Qingdao Hetuo Tire Co., Ltd.
Qingdao
12.2011 - 06.2014
- Independently managed Russian Bontyre brand OEM project with $8M+ annual sales.
Education
MBA/EMBA - Marketing Strategy
Lomonosov Moscow State University
10-2025
Master's Degree - Management
Saint Petersburg State University of Economics And Finance
07-2011
BBA - Commerce
Vladivostok State University of Economocs And Service
Vladivostok, Russia 04.2001 -
Skills
Customer service
Relationship building
Customer service management
Problem-solving
Interests
tennis, swimming, EDM
Timeline
EMEA Service Manager
Ecovacs Home Robotics Co
12.2025 - Current
Regional Service Director
Haier Overseas Appliance Co., Ltd.
02.2017 - 10.2025
Area Sales Manager
NDI Tires Limited
06.2014 - 01.2017
Account Manager
Qingdao Hetuo Tire Co., Ltd.
12.2011 - 06.2014
BBA - Commerce
Vladivostok State University of Economocs And Service
04.2001 -
MBA/EMBA - Marketing Strategy
Lomonosov Moscow State University
Master's Degree - Management
Saint Petersburg State University of Economics And Finance