27 Sep 2017

Audi Region Customer Experience Manager, Central Region

About Company
Audi of America
Rosemont, IL
Job Info
Job Status: Open
No of Vacancies: 1
Date Posted: September 27, 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 (RCXM) ensures alignment with the unified Audi customer strategy
  • Regional liaison between Audi of America (AoA) 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
  • Champion the region’s efforts to increase customer repurchase loyalty, including development/leadership of retention programs/strategies (examples include: Lease Pull Ahead, Service Drive Selling, Data Mining)
  • Drive initiatives to improve region’s JD Power Syndicated Sales Satisfaction Index (SSI) results, maintain top Customer Service Index (CSI) results.
  • 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, Digital
  • 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
  • Key liaison to the Audi Customer Experience Center (CXC) and field representative as part of process improvements between CXC, Area team and Dealers