Deskripsi Pekerjaan
Join Wearnes Automotive as a Customer Experience Manager for Volvo and transform how our customers interact with our brand. In this pivotal role, you'll architect and execute innovative customer experience strategies that elevate service delivery across all touchpoints. You'll analyze customer feedback loops, identify pain points, and collaborate with cross-functional teams to implement solutions that drive satisfaction and loyalty. Your expertise will directly influence service department operations, ensuring seamless customer journeys from initial inquiry to post-service follow-up. This is your opportunity to shape Volvo's reputation for excellence in Singapore's competitive automotive market while developing data-driven frameworks that set new industry standards.
We're seeking a visionary leader who can translate customer insights into actionable initiatives that enhance retention and advocacy. You'll champion a customer-centric culture, train service teams on best practices, and leverage CRM technologies to personalize interactions. If you thrive in fast-paced environments and are passionate about creating memorable experiences, this role offers the platform to make a measurable impact on both customer satisfaction and business growth.
Tanggung Jawab
- Develop and implement end-to-end customer experience strategies aligned with Volvo's brand standards
- Analyze customer feedback from multiple channels (surveys, reviews, social media) to identify improvement opportunities
- Collaborate with service teams to optimize customer journey workflows and reduce friction points
- Design and execute customer retention programs targeting high-value segments
- Lead cross-departmental initiatives to resolve complex customer issues and ensure timely resolution
- Monitor KPIs (NPS, CSAT, CES) and deliver regular performance reports to stakeholders
- Train and coach service staff on customer experience excellence and conflict resolution
Kualifikasi
- Bachelor's degree in Business, Marketing, or related field; MBA preferred
- 5+ years of customer experience management in automotive or premium service industry
- Proven track record of developing and implementing CX strategies that improve KPIs
- Advanced proficiency in CRM platforms (Salesforce, Zendesk) and analytics tools
- Strong data interpretation skills with ability to translate insights into actionable plans
- Experience managing cross-functional teams and influencing stakeholders
- Fluency in English and proficiency in at least one other Asian language