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