We are looking for a Customer Experience & NPS Specialist to join our team and help strengthen customer loyalty, satisfaction, and brand reputation across our dealer network.
Key Responsibilities
- Develop, implement, and maintain NPS evaluation policies, processes, and service standards.
- Provide NPS and customer experience training to dealers, covering the pre-sale, sales, and post-sale/follow-up stages.
- Guide dealerships in implementing effective customer care practices and monitor their results.
- Analyze NPS results and customer feedback to identify trends, pain points, and areas of opportunity.
- Review low NPS scores and customer feedback, identify root causes, and work with dealerships to develop improvement plans.
- Monitor dealership performance and follow up on action plans to ensure sustainable improvements.
- Conduct on-site dealer visits to assess customer experience processes, identify gaps, and provide recommendations for improvement.
- Support dealerships in strengthening customer-centric practices and improving their NPS performance.
- Prepare reports and presentations regarding NPS performance, trends, and improvement initiatives.
- Collaborate with internal teams and dealer personnel to ensure customer experience standards are consistently implemented.
Requirements:
Education
- Bachelor's degree in: Business Administration, Marketing, Customer Experience, Communications, or related disciplines.
Professional Experience
- No more than 3 year of experience in NPS, Customer Experience, or Customer Service within the automotive/OEM industry, or no more than 2 year of experience in automotive retail or dealership sales analyst.
- Experience working directly with dealerships or customer-facing operations is highly desirable.
- Experience analyzing customer satisfaction data and developing improvement initiatives is a plus.
- Intermediate knowledge of Microsoft Excel, particularly data analysis and reporting.
- Ability to analyze NPS and customer feedback data and translate findings into actionable recommendations.
- Excellent communication and presentation abilities.
- Strong analytical and logical thinking.
- Teamwork and collaboration.
- English Advanced proficiency.
"At BYD Mexico, we promote equal employment opportunities and respect for diversity. All our job openings are available to talented individuals, regardless of gender, age, origin, sexual orientation, gender identity, or any other condition. Our hiring decisions are based on each person’s merits, competencies, and values, in strict compliance with Mexican legislation.
Furthermore, the organization does not request or require pregnancy tests or Human Immunodeficiency Virus (HIV) medical certificates as part of the hiring process, in accordance with applicable laws and non-discrimination principles.”
