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