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