Customer Experience Manager

As the first overseas subsidiary of BYD group, our main focus is to provide European customers with new energy vehicles, rechargeable batteries, solar panels, energy storage systems and other new energy products, as well as related after-sales services.

An Automotive Customer Experience Manager is responsible for overseeing and enhancing the entire customer journey within an automotive dealership or service center. This role focuses on delivering exceptional service experiences across all customer touchpoints, from sales inquiries to post-purchase service and support. The Automotive CX Manager works to ensure that customers receive consistent, high-quality experiences, leading to increased satisfaction, loyalty, and retention. This position requires an in-depth understanding of the automotive industry, customer behavior, and operational processes.

Key Responsibilities:

1. Customer Experience Strategy Development

• Develop and implement a comprehensive customer experience strategy that aligns with the company's values, goals, and customer expectations.
• Ensure the customer journey across sales, service, parts, and repair operations is seamless and exceeds customer expectations.
• Lead initiatives to improve the customer experience both online (e.g., website, digital communication) and offline (e.g., dealership visits, service appointments).

Customer Journey Mapping

• Analyze and map the customer journey across various stages: from vehicle purchase to service and maintenance.
• Identify key customer touchpoints and work to enhance those experiences, whether it's in the showroom, during test drives, or through after-sales services.
• Work with cross-functional teams (sales, service, parts, and finance) to ensure smooth integration and alignment of customer experience initiatives.

Customer Feedback and Insights

• Monitor and analyze customer feedback using surveys, reviews, social media, and direct communication to assess satisfaction levels and uncover areas for improvement.
• Develop strategies based on customer insights to address issues, improve processes, and enhance customer interactions.
• Track key metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) to measure success and drive improvements.

Customer Retention and Loyalty Programs

• Design and implement customer retention strategies, including loyalty programs, special offers, and personalized follow-ups.
• Promote programs that encourage repeat business, referrals, and long-term relationships, such as maintenance packages or exclusive customer benefits.

Operational Process Improvement

• Identify inefficiencies in operational processes (e.g., service booking, inventory management) that affect the customer experience and work with relevant teams to implement solutions.
• Ensure that service operations are optimized for convenience, speed, and quality, minimizing customer wait times and maximizing satisfaction.

Staff Training and Development

• Provide training and coaching to customer-facing teams (sales staff, service advisors, technicians, etc.) on best practices for customer interactions and delivering exceptional service.
• Ensure that all employees are knowledgeable about the company's products, services, and customer care policies, with a focus on automotive-specific knowledge.
• Promote a customer-first mindset throughout the dealership or service center.

Collaboration Across Teams

• Work closely with marketing, sales, and service teams to ensure consistency in customer messaging, promotions, and experiences.
• Ensure alignment between customer experience strategies and operational goals, working with managers from different departments to drive holistic improvement.

Brand Alignment and Communication

• Ensure the customer experience aligns with the brand's values and messaging.
• Develop communication strategies that clearly articulate the company's value proposition to customers, fostering trust and brand loyalty.

Customer Experience Reporting and Analytics

• Regularly report on customer experience metrics and key performance indicators (KPIs) to senior leadership.
• Use analytics tools to measure the effectiveness of customer experience strategies and identify areas for improvement.

Key Skills and Qualifications:

1. Customer-Centric Mindset

• A strong focus on understanding customer needs and expectations, with a passion for delivering exceptional experiences.
• Ability to anticipate customer concerns and proactively address them.

Leadership and Team Management

• Ability to lead and motivate cross-functional teams to deliver exceptional customer experiences.
• Strong coaching and mentoring skills to help employees develop customer service skills and product knowledge.

Communication Skills

• Excellent verbal and written communication skills to effectively engage customers and team members.
• Ability to present data and insights to senior management, demonstrating the impact of customer experience initiatives.

Problem-Solving and Critical Thinking

• Strong problem-solving skills to address customer concerns, resolve complaints, and identify systemic issues that impact the customer experience.
• Ability to think critically and make decisions that balance customer needs with business objectives.

Automotive Knowledge

• In-depth understanding of the automotive industry, including vehicles, parts, services, warranties, and repair processes.
• Knowledge of automotive sales processes and how they intersect with customer experience.

Customer Feedback Analysis

• Proficiency in collecting and analyzing customer feedback through surveys, reviews, and other methods.
• Experience using customer satisfaction measurement tools such as NPS, CSAT, and CES.

Project Management

• Strong organizational skills to manage multiple initiatives and projects simultaneously.
• Ability to work within deadlines and coordinate efforts across different teams and departments.

Technology Proficiency

• Familiarity with customer relationship management (CRM) software (e.g., Salesforce, HubSpot) and customer experience platforms.
• Knowledge of digital tools to enhance customer engagement, such as chatbots, social media monitoring, and automated communication systems.

Data-Driven

• Ability to analyze customer data, identify trends, and leverage insights to improve the customer journey.
• Proficiency with reporting and analytics tools to track and report on KPIs.

Empathy and Emotional Intelligence

• Ability to connect with customers on an emotional level, showing empathy and understanding in all interactions.
• Strong emotional intelligence to handle sensitive customer situations and ensure positive outcomes.
• Educational Background
  • A bachelor's degree in business, marketing, automotive management, or a related field.
  • Additional certifications in customer experience management or automotive industry training (e.g., Certified Customer Experience Professional) are a plus.
  • Experience
    • Proven experience in customer experience management, particularly within the automotive industry, with a strong understanding of the customer lifecycle.
    • Previous roles in sales, service, or management within an automotive dealership or service center.

The Automotive Customer Experience Manager plays a crucial role in ensuring that the dealership or service center provides a top-tier experience for every customer. With a blend of industry-specific knowledge, leadership skills, and a customer-focused mindset, this role is essential in driving customer satisfaction, loyalty, and long-term success.

We offer:

• Performance and experience based competitive remuneration, pension plan.
• 25 holidays + option to purchase 5 extra holidays.
• Commuting allowance.
• Department & company wide teambuilding events.
• An exciting opportunity to be part of European transition to Zero Emissions transportation and de-carbonization of the economy.
  

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team

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