Region Customer Experience Manager, Eastern Region

About Company
Audi of America
Woodcliff Lake, NJ
Job Info
Job Status: Open
No of Vacancies: 1
Date Posted: September 7, 2017
Expiry Date: October 31, 2017
Job Type: Full Time
Job Level: Mid level
Years of Experience: 10
Salary Info
Salary Type: Negotiable
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Role Summary:

  • Regional Customer Experience manager (CXM) ensures alignment with the unified Audi customer strategy
  • Regional liaison between Audi of America (AoA) Customer Experience Team at AoA HQ and Audi Region/Dealers, aligning regional objectives with top level national objectives
  • Reinforce Customer delight in the field and dealers, drive positive change
  • Process leader of AoA Customer experience continuous improvement process at Retail with dealers and Area teams; includes escalating opportunities to improve the customer experience as well as spread best practices
  • Champion the Audi customer experience, as well as, identify the situations and scenarios that inhibit the desired experience; make recommendations to improve processes/policies to meet consumer needs
  • Represent Region perspective in development of Audi-wide customer experience policies & initiatives
  • Interface with Dealers, work across Sales, After Sales, Audi Financial Services, Marketing
  • Provide support to the rest of the Field team to maximize their customer experience effectiveness
  • Amplify the voice of the customer, serving as the liaison for customer information, insights, Key Performance Indicators (KPI’s) and metrics
  • Provide the insights for the Field/Dealers to maximize customer retention and profitability
  • Key liaison to the Audi Customer Experience Center (CXC) and field representative as part of process improvements between CXC, Area team and Dealers

Responsibilities:

Role Responsibilities:   Strategy / Communication / Drive Customer-Centric Culture
  • Develop and maintain a Regional Customer experience roadmap, ensuring Customer delight is core part of annual Regional Plans
  • Champion of a Customer-Centric Culture
  • Deliver value to Dealers in their Customer experience improvement efforts via:
  • Implementation and ongoing maintenance of a Customer delight Reward/Recognition at Regional level
  • Support Region team on Regional Customer experience efforts
  • Driving dealer participation in Cultural Training and identification of Customer focus training needs within the region as needed/defined by performance deficiencies/metrics
  • Regional lead on Audi Insight Program, Customer experience continuous improvement process administration and CXC liaison
  • Regional representation in ongoing Customer Experience Dealer Sub Council (CXDS) Meetings (requires travel to AoA or other selected venues)
  • Coordinate customer focus through Performance Excellence initiatives. Work in concert with the RD/ regional Performance Excellence coaches to insure dealer prioritization and ‘customer focus best practice’ integration in Performance Excellence executions.
Audi Insight
  • Manage the Audi Insights program at Regional level
  • CXM tasked with joint achievement of AoAs achievement of JD Power National targets in tandem with Region leadership. This includes regional and area KB initiatives overview / support and regional representation of such at HQ.
  • Communicate key Customer Experience metrics (Loyalty, CSI, SSI, Advocacy, Audi Insight) to ensure business owners develop plans to address improvement measures to meet objectives
  • Serve as the SME on Audi Insight Survey, Voice of the Customer insights, Loyalty data        
Customer Experience Continuous Improvement Process
  • Responsible for the Regional implementation of Customer experience continuous improvement process; serve as Regional interface for between individual Dealer level continuous improvement process sessions and HQ; requires tracking of issues/resolutions, Best Practices and escalation/reporting to National.
  • Support Customer Buy Back via Post analysis investigation (with Field Team) of cause and determine corrective actions for Audi/dealer, provide learning back to organization and potential customer experience improvement topics
  • Conduct post issue analysis to identify and escalate core inhibitors to customer satisfaction
  • Develop Best Practice updates and distribute to promote improvements across the network; shares learning with other Regional CXMs.
  • Assist with pilots for Customer Experience innovations
Customer Relations
  • Work collaboratively with AoA CXC Manager and Director of CX, providing Regional insights, practical examples and the Regional point of view to assist in the redesign of the CXC/Field Customer issue resolution process. 
  • Lead and manage customer relations issues channeled up from the Field to CXC; be the regional liaison to CXC and med/arb departments to improve ongoing communication and processes.
  • Conduct post case analysis; create CXC case reports for regions, Dealers to assist in Customer issue resolution processes at Field level; assist Field teams, Dealers on case handling tips, best practices; leads the field collaboratively (hands on) to drive down accountability so everyone takes the initiative to make timely and appropriate decisions for our customers.
  • Regional access point to all CXC tools, including LISTEN, Care Site, reporting, etc.
  • Ensure customer advocacy is in place (for delight, complaints, trust and transparency, timely resolution, etc.)

Educational requirements:

Required

  • Bachelor’s Degree
Desired Education:
  • Master’s Degree
  • Automotive-related experience
  • Customer Relations / Hospitality Experience

Experience requirements:

Experience: 10+ years

Desired Skills:

Required

  • Analytical and conceptual thinking – using logic and reason, creative and strategic
  • Communication skills – interpersonal, presentation and written
  • Computer savvy – skilled in the use of software
  • Integration – joining people, processes or systems
  • Influencing and negotiation skills – ability to bring all stakeholders to topic resolution
  • Process innovation – targeting business opportunity and addressing with process improvement
  • Creative thinking – developing new solutions to drive inspire customer enthusiasm and increase loyalty
  • Resource management
  • Experience with retail, hospitality &/or wholesale industry with a strong emphasis on customer service related functions
  • Operations background in Sales or After Sales or both; case management experience helpful
  • Proven leadership skills
  • Demonstrated success in developing strong working relationships across many layers of an organization & across cultural boundaries
  • Strong knowledge of luxury market and consumer needs /expectations

Qualifications:

Required

  • Analytical and conceptual thinking – using logic and reason, creative and strategic
  • Communication skills – interpersonal, presentation and written
  • Computer savvy – skilled in the use of software
  • Integration – joining people, processes or systems
  • Influencing and negotiation skills – ability to bring all stakeholders to topic resolution
  • Process innovation – targeting business opportunity and addressing with process improvement
  • Creative thinking – developing new solutions to drive inspire customer enthusiasm and increase loyalty
  • Resource management
  • Experience with retail, hospitality &/or wholesale industry with a strong emphasis on customer service related functions
  • Operations background in Sales or After Sales or both; case management experience helpful
  • Proven leadership skills
  • Demonstrated success in developing strong working relationships across many layers of an organization & across cultural boundaries
  • Strong knowledge of luxury market and consumer needs /expectations