Region Customer Experience Manager, Eastern Region

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