Job Description

Lead initiatives to enhance customer service, improve processes, and uphold our commitment to delivering exceptional experiences to our valued customers. With a solid background in marketing and a comprehensive understanding of customer experience dynamics in the automotive industry, this role is essential to maintain and elevate our standards.

• Audit Customer Experience: - Coordinate with 3rd party auditing agencies to conduct regular audits of customer interactions and service delivery processes. - Analyze customer feedback and operational activities to identify areas for improvement. - Develop and implement strategies to address gaps and enhance satisfaction.
• Lead and Mentor Teams: - Provide leadership and guidance to 3rd Party auditing teams - Conduct training and development sessions to foster a culture of excellence through internal or external resources. - Set clear performance expectations and provide constructive feedback.
• Process Improvement: - Collaborate with various departments to streamline processes and remove inefficiencies. - Implement best practices and innovative approaches to improve customer satisfaction. - Monitor the effectiveness of new initiatives and adjust as necessary.
• Communication: - Work closely with the Sales & Service departments to align customer experience strategies. - Ensure all customer-facing communication is consistent, clear, and engaging. - Oversee development of training & communication material aimed at enhancing the overall customer experience.
• Reporting and Analytics: - Compile and present regular reports on customer satisfaction metrics and audit findings to the senior management. - Utilize data analytics to make informed decisions and measure the impact of implemented changes.

Experience: 8-10 years of experience in customer service, marketing, or customer experience roles within the automotive industry

Qualification: MBA in Marketing or related field