Customer Experience Manager
We are seeking a highly motivated and experienced Automotive Customer Experience Manager to join our team at Lotus Cars USA. As a Customer Experience Manager, you will be responsible for providing support to Management and Team Members to provide exceptional customer service, fostering customer loyalty, and driving overall customer satisfaction.
Responsibilities:
- Embrace and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
- Monitor and collaborate with sales, service, and parts departments to ensure a seamless customer experience across the whole customer journey and all dealership operations.
- Monitor and evaluate customer feedback, reviews, and surveys to identify areas for improvement.
- Support and assist Department Managers and Team Members to resolve escalated customer issues and complaints in a timely and satisfactory manner.
- Stay updated on industry trends, customer preferences, and competitive landscape to drive continuous improvement in customer experience.
- Support Management and Team Members in developing and maintaining strong relationships with customers, ensuring personalized attention and a positive dealership experience.
- Analyze customer data and metrics to measure customer satisfaction, identify trends, and provide actionable insights to management.
- Lead and align with global functions on OK-to-buy and recall decisions.
Qualifications and Experience:
- Experience in a customer service or customer experience management role within the automotive industry or similar.
- Bachelor’s degree in Business , Marketing or Communication.
- In-depth knowledge of automotive dealership operations and the sales process or similar industry.
- Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with customers and staff.
- Strong leadership and team management abilities.
- Exceptional problem-solving and conflict resolution skills.
- Proficient in customer relationship management (CRM) software and Microsoft Office Suite.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
- A customer-centric mindset with a passion for delivering exceptional experiences.
Organisation:
Lotus Cars