This role primary focus is about Quality and Customer Experience and measuring NPS, which is key indicator to measure brand/company's reputation and customer loyalty.
Responsibilities:
- Conduct regular on-site visits and audits to dealerships
- Ensure proper execution of customer journey standards
- Support dealers in implementing improvement plans and operational standards
- Act as main point of contact for CX topics with the dealer network
- Audit compliance with brand guidelines and showroom standards
- Ensure consistency between corporate guidelines and dealer execution
- Work closely with Sales, Aftersales, and Marketing teams
- Support improvement of operational processes impacting customer experience
Requirements
- Proficiency in Microsoft Office (especially Excel for data analysis, reporting).
- Strong analytical skills, attention to detail and ability to manage multiple priorities.
- Proven ability to work in a cross-functional team environment.
- Good at negotiation, team work, logic, and presentation;
- Have strong willing on problem solving;
Studies
Bachelor degree on Business Administration, Industrial/Mechanical/Automotive Engineering
Experience:
3+ years of experience of NPS/Customer Service experience/Fieldman in OEM.
Having automotive store sales experience is a plus
Languages:
Fluent in English
This position reports to Dealer Network Manager
