Customer Experience Coordinator

4 months ago

Mississauga, Canada KIA CANADA INC Full time

**Customer Experience Coordinator**

The Customer Experience Coordinator will be responsible for developing and implementing activities that initiate and strengthen the relationship between the Customer, KCA and its dealers. The incumbent will assist in creating a Customer Experience that meets Customers’ expectations for the purpose of increasing customer acquisition and retention. The incumbent will ensure all KCA department activities are on schedule and align with the overall CX strategy.

**Responsibilities**:

- Maintain, track and implement appropriate on-going programs and process improvements on all current CSI initiatives.
- Track results of CSI initiatives, where possible, to identify successes and opportunities for enhancement.
- Conduct, analyze and interpret data from various research tools such as KCA Internal surveys, JD Power, dealer data and other external sources.
- Collaborate with various teams within KCA/CX to compile and prepare multiple month-end reports for sharing with the executive team
- Acquire and continuously update KCA corporate knowledge about customer needs, motivations, and behaviors over the lifetime of their relationship with Kia.
- Development and implementation of special projects to increase dealer performance (CSI, profitability, retention, etc.).
- Work with internal, Head Office/Regional, and external stakeholders such as dealers/vendors.

**Skills / Knowledge / Experience / Education Required**:

- 4+ years progressive automotive experience.
- Advanced understanding of the Customer Experience.
- Advanced Microsoft Office skills with in-depth knowledge of PowerPoint and expert level skills in Excel (lookups, pivot tables, formulas)
- Proven strength in analyzing customer data for impact opportunities and affect change.
- Experience analyzing large amounts of data, utilizing data mining and analytical tools to make observations and distill down to the core message.
- Experience and / or understanding of dealership customer touchpoints.
- Ability to design and develop dealer/region action plans
- Experience working with multiple vendors and managing their invoices/POs
- Ability to work independently, influence others, and initiate programs.
- Tenacity to overcome obstacles.
- Ability to manage multiple urgent projects.
- Superior verbal and written communication skills.
- Bilingualism an asset (written and verbal).
- University or College degree in a related field or equivalent work experience.
- Organized and experienced in project management.
- Resourceful with excellent problem-solving skills. Able to do root cause analysis and create action plans.
- Kia Canada Inc. is an equal opportunity employer who provides an inclusive and accessible environment for everyone. As such, we will accommodate disabilities during the selection process and we will work with you to meet your needs._

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