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