Customer Data Quality

5 maanden geleden

Amsterdam, Nederland Lotus Cars Europe Voltijd

**Customer Data Quality Intern**
Full time

**Summary**:
Lotus Cars Europe B.V. is responsible for the Marketing, Sales and After Sales of the Lotus Cars products in the European region. To bring the company to the level we want it to be we are looking for an internationally focused Customer Quality Specialist in the Channel and Network Development Department to join us in our newly build Amsterdam HQ.

The Customer Quality Specialist will be responsible for taking care of all Customer quality projects. This role is responsible for setting-up the surveys, the methodology and the strategy for all departments including Sales, Connectivity Services, After-Sales, Roadside Assistance, in coordination with the central teams & responsible parties.

He/she will work closely together with external data providers and internal stakeholders to provide the organization with the necessary input to generate a higher level of Sales & After-Sales Customer experience and satisfaction to improve overall NPS of the brand.

**Key Responsibilities**:

- Lead in deploying surveys for various customer touch points in the EU region in collaboration with central, regional teams & business owners.
- Ensure hot alerts from negative reviews are assigned to respective stakeholders & closed timely.
- Collaborate with cross functional teams such as Sales, Product, Aftersales to translate data insights into actionable recommendations and support close loop feedback with customer.
- Conduct quantitative and qualitative analysis from feedback received to identify trends, patterns, correlations and derive meaningful statistically relevant insights.
- Develop and maintain dashboards, reports, and visualizations to communicate key findings, correlations and track performance metrics related to customer feedback such as CSAT, NPS etc.
- Perform root cause analysis on findings, formulating corrective and preventive action plans using priority matrix techniques.
- Conduct ad hoc analysis to address specific business inquiries and uncover opportunities for continuous improvement. Facilitate active communication with stakeholders across various departments within the company.

**Key Requirements**:

- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 3 years of experience in managing surveys and leading customer experience projects, preferably in the automotive industry or a similarly complex environment.
- Proficiency in data analytics and correlation analysis, with hands-on experience in tools such as Excel, SQL, or similar data analysis software.
- Strong understanding of Customer Relationship Management (CRM) systems, preferably Salesforce, and survey tools.
- Proven ability to collaborate effectively across different business functions and levels within an organization.
- Highly organized, reliable, and results-driven professional with a keen attention to detail.
- Fluent in English; proficiency in additional European languages is a plus.

**Benefits**:

- Performance related bonus
- Full contribution into the company pension scheme

**Additional Information**:

- This role will be working from our Amsterdam office within our flexible working policy

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