Customer Experience Manager: Automotive

2 weeks ago

Johannesburg, Gauteng, South Africa Asource Recruitment Full time
Customer Experience Specialist: Automotive

To succeed in this role, the ideal candidate will be primarily responsible for the customer operations department, overseeing the development and implementation of customer operation and customer loyalty programs for the Brand. They will need to possess a creative skillset to brainstorm new initiatives and drive business growth.

The successful candidate will ensure that their area of responsibility meets and exceeds the expectations of our business objectives, contributing to the company's success in the long run.

Key Responsibilities:

  • Develop and manage a customer loyalty program for the brand, creating lifetime value through the program.
  • Evaluate the performance of the programs and investigate opportunities to recommend promotions and strategies that drive member engagement.
  • Plan and execute customer events, supporting project and event executions for the Brand.
  • Organize the company's completion of both online and offline customer activities.
  • Establish a scoring system for customers to recommend potential customers to purchase cars.
  • Manage all day-to-day activities associated with the overall success and growth of assigned loyalty programs and customer events.
  • Complete dealer instruction manuals.
  • Recruit new customers and brand ambassadors for the brand.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, and actions taken in collaboration with the customer care department.
  • Track and compile regular user analysis data based on sales information (customer portrait analysis, customer demand analysis).
  • Provide dealer customer operation support (activity guidebook, execution guide).
  • Develop long-term customer operation strategy output and adjustment, coordinating with Brand and aftersales department. Support in marketing strategy by providing ideas based on customer analysis.

Requirements:

  • Bachelor's degree
  • 2-5 years' experience in marketing/brand coordination

Skills:

  • Excellent written and verbal communication skills
  • Ability to manage multiple priorities
  • Presentation skills and MS Office suite skillset

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