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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Visit https://vwgoa.taleo.net/careersection/jobdetail.ftl?job=AUD000846&lang=en
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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