Customer Experience Executive

34000.00 - 36000.00 GBP Annual + GBP34000 - GBP36000/annum
12 Apr 2018
10 May 2018
Job Type
Contract Type
Do you want to work for Prestige Automotive OEM?

We have an exciting opportunity working for Prestige Automotive OEM based in Gaydon for Customer Experience Executive.

Salary: Up to GBP36,000 p/a

Job Purpose:
To be voice of our customer cross functionally. Providing actionable data to continue to improve the overall customer experience.

Key Responsibilities & Tasks:
Represent the voice of the customer through all functions of the organisation
Responsibility for the day to day management of the customer satisfaction program (CSI) - liaising with external agencies, being the point of contact for dealers, managing data transfers and data quality within Synergy, analysis of the data to provide actionable insights to all key stakeholders
Create and publish quarterly CSI reports - Product and Customer Experience
Drive engagement of Regional Operations Managers and lead the interpretation of dealers' CSI results to drive change within the dealer network to increase customer satisfaction and retention, using quarterly dealer reports. Build relationships and engagement of the dealer network with the CSI programme and respond to any queries/challenges on scores
Main point of contact for the VLDs to feed the relevant information into the Vehicle Line Reviews and manage follow up requests resulting from the sessions
Provide any training required for regional teams and/or dealers on the CSI programme
Single point of contact for all requests relating to customer satisfaction data
Reporting of key data in a clear and concise manner - feeding into management and dealer dashboards
Ensuring that the programme conforms with GDPR and Data Protection and is auditable
Supporting the quality transformation and emerging Issue forums
Reporting and benchmarking our performance against competitors through NPS evaluation.
Work cross functionally and build relationships with all departments and stakeholders.
Support additional VoC/customer insight activities - confidential event feedback, customer clinic planning, launch activities, training
Implementation of a new dealer survey - analysis of the views of the dealer as own main customer

Qualifications and Experience:
Degree educated and membership/qualification of relevant professional body (MRS/CIM)
Significant experience working with analysing and interpreting information to produce relevant insights
Experience of working with customer research/survey methodology
Experience in an automotive and / or luxury environment preferred
Excellent communication skills, both written and oral.
Comfortable talking to customers in various situations to tease out information
Attention to detail combined with ability to see the bigger picture.
Highly Proficient in Excel
Briefing/working with external agencies
Analytical and methodical in approach.
Ability to work on multiple projects and meet deadlines
Ability to communication with colleagues in all areas and levels of the business

If you want to know more about this exciting opportunity please review and APPLY