Customer Experience Manager

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Key Responsibilities
Measurement and Analysis of After-Sales Customer Satisfaction Metrics
- Design and implement post-service customer satisfaction surveys to measure CSI, NPS, and CSAT across product lines, regions, and service workshops, ensuring comprehensive and reliable customer experience data collection.
- Consolidate, cleanse, and standardize survey data and customer feedback from contact centers, customer applications, and social media to ensure consistency across measurement data sources.
- Analyze measurement results, identify root causes of low-scoring customer touchpoints, and develop periodic after-sales customer experience reports and rankings to support decision-making by the Division's leadership.
Complaint Resolution Control and Recurrence Prevention
- Establish procedures for receiving, classifying, and escalating after-sales complaints based on severity, and monitor compliance with committed resolution timelines across the entire service network.
- Directly coordinate the resolution of complex cases that exceed service workshops' authority or pose reputational risks, working with Technical, Legal, and Communications teams to align on resolution plans.
- Analyze recurring complaint patterns and recommend adjustments to policies, processes, and training content to prevent issues from recurring.
Customer Experience Improvement and Network-Wide Implementation Coordination
- Review the after-sales customer journey to identify bottlenecks, redundant steps, and common customer pain points, providing a data-driven basis for improvement recommendations.
- Propose and monitor the implementation of initiatives to improve processes, policies, and tools across customer touchpoints, including impact assessments and resource requirements to ensure feasibility.
- Organize training, guidance, and communications on after-sales customer experience standards for service workshop and dealership teams, while measuring performance before and after improvements to validate actual improvements.