Region Customer Experience Manager at Woodcliff Lake

Job Description

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 (KPIs) and metrics
  
• Provide the insights for the Field/Dealers to maximize customer retention and profitability
  
• Key liaison to the Audi Call Center and field representative as part of process improvements between CR, Area team and Dealers
  

Role Responsibilities:

Strategy / Communication / Drive Customer-Centric Culture

• Develop and maintain a Regional Customer experience roadmap, ensuring Customer delight is core part of annual Regional Plans
  
• Champion of a Customer-Centric Culture
  
• Deliver value to Dealers in their Customer experience improvement efforts via:
  

o Implementation and ongoing maintenance of a Customer delight Reward/Recognition at Regional level

o Support ASMs, AASM, RASMs, AGMs, ROMs, RDs on Regional Customer experience efforts

o Driving dealer participation in Cultural Training and identification of Customer focus training needs within the region as needed/defined by performance deficiencies/metrics

o Regional lead on Audi Insight Program, Customer experience continuous improvement process administration and CR liaison

• Regional representation in ongoing Customer Circle Meetings (requires travel to AoA)
  
• Coordinate customer focus through Performance Excellence initiatives. Work in concert with the RD/ regional Performance Excellence coaches to insure dealer prioritization and customer focus best practice integration in Performance Excellence executions.
  

Audi Insight

• Manage the Audi Insights program at Regional level
  
• CXM tasked with joint achievement of JD Powers regional targets in tandem with the ROM and RASM. This includes regional and area KB initiatives overview / support and regional representation of such at HQ.
  
• Communicate key Customer Experience metrics (Loyalty, CSI, SSI, Advocacy, Audi Insight) to ensure business owners develop plans to address improvement measures to meet objectives
  
• Serve as the SME on Audi Insight Survey, Voice of the Customer insights, Loyalty data
  

Customer Experience Continuous Improvement Process

• Responsible for the Regional implementation of Customer experience continuous improvement process; serve as Regional interface for between individual Dealer level continuous improvement process sessions and HQ; requires tracking of issues/resolutions, Best Practices and escalation/reporting to National.
  
• Support Customer Buy Back via Post analysis investigation (with Field Team) of cause and determine corrective actions for Audi/dealer, provide learning back to organization and potential customer experience improvement topics
  
• Conduct post issue analysis to identify and escalate core inhibitors to customer satisfaction
  
• Develop Best Practice updates and distribute to promote improvements across the network; shares learning with other Regional CXMs.
  
• Assist with pilots for Customer Experience innovations
  

Customer Relations

• Work collaboratively with AoA CR Manager and Director of CX, providing Regional insights, practical examples and the Regional point of view to assist in the redesign of the CR/Field Customer issue resolution process.
  
• Lead and manage customer relations issues channeled up from the Field to CR; be the regional liaison to CR and med/arb departments to improve ongoing communication and processes.
  
• Conduct post case analysis; create CR case reports for regions, Dealers to assist in Customer issue resolution processes at Field level; assist Field teams, Dealers on case handling tips, best practices; leads the field collaboratively (hands on) to drive down accountability so everyone takes the initiative to make timely and appropriate decisions for our customers.
  
• Regional access point to all CR tools, including LISTEN, Care Site, reporting, etc.
  
• Ensure customer advocacy is in place (for delight, complaints, trust and transparency, timely resolution, etc.)
  

Job Requirements

Required Experience:

• 7-10 years experience
  

Desired Experience:

• Automotive-related experience
  
• Customer Relations / Hospitality Experience
  

Required Skills:

• Analytical and conceptual thinking using logic and reason, creative and strategic
  
• Communication skills interpersonal, presentation and written
  
• Computer savvy skilled in the use of software
  
• Integration joining people, processes or systems
  
• Influencing and negotiation skills ability to bring all stakeholders to topic resolution
  
• Process innovation targeting business opportunity and addressing with process improvement
  
• Creative thinking developing new solutions to drive inspire customer enthusiasm and increase loyalty
  
• Resource management
  
• Experience with retail, hospitality &/or wholesale industry with a strong emphasis on customer service related functions
  
• Operations background in Sales or After Sales or both; case management experience helpful
  
• Proven leadership skills
  
• Demonstrated success in developing strong working relationships across many layers of an organization & across cultural boundaries
  
• Strong knowledge of luxury market and consumer needs /expectations
  

Required Education:

• Bachelors Degree
  

Desired Education:

• Masters Degree
  

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Country: USA, State: New Jersey, City: Woodcliff Lake, Company: Audi.