Customer Experience Manager (Volvo)
Job Responsibilities:
Develop and implement customer experience strategies
Enhance the overall customer journey in the service department
Manage customer feedback, data and drive continuous improvement using manufacturer’s customer service tool
Resolve customer issues efficiently and effectively
Lead and coach all customer facing personnel on how to improve the customer experience and work across all functions and departments
Track and meet KPIs related to customer experience, satisfaction and retention and work on action plans
Work closely with the manufacturer to ensure consistent delivery of Volvo’s brand standards and be the Customer Experience Champion / representative
Handle annual Retail Audit and follow up on actions items to ensure compliance to the Retail Standards
Any other tasks assigned by your superior
Requirements:
Minimum Degree qualifications with 5–8 years of experience in customer service, customer experience, hospitality or automotive retail
2–3 years in a supervisory or managerial role is strongly preferred
Experience in a premium or luxury brand environment is a strong advantage
Possess a valid Class 3 driving licence
Strong leadership and coaching skills
Process-oriented mindset with continuous improvement focus
Excellent team player and able to multitask
Possess strong analytical skills and a keen passion for automobiles
Self-driven, highly motivated and results-oriented