Customer Experience Manager

3 days ago

Ajax, Ontario, Canada Audi Canada Full time
Manager, Field Customer Experience

Audi Canada is seeking a highly analytical and entrepreneurial individual to lead our Field Customer Experience team. As a Manager, Field Customer Experience, you will be responsible for optimizing and implementing our customer experience strategy, ensuring sustained, measurable improvement in the way our customers view our brand.

Key Responsibilities:
  • Lead a team of Area Customer Experience Specialists to implement and validate defined process priorities
  • Define opportunities for premium brand experience and process optimization that support our national customer experience strategy
  • Execute local Area and Dealer action plans to support realization of strategic goals
  • Network-wide responsibility for implementing modernized service & sales core process to maximize customer loyalty and retention
  • Analyze dealer Customer Experience results, identify root cause, develop and implement improvement action plan and strategy
  • Identify opportunities for new tools to effectively measure the modern experience and areas of process improvement
  • Identify training gaps and opportunities and ensure timely curriculum completion across the dealer network
  • Support facility and readiness audits and develop action plans to ensure proper brand representation
  • Support Business Development team with development of omni-channel retail strategy and initiatives to identify potential implementation risks and gaps
  • Steer dealers using business case to successfully implement modern retail strategies based on customer centricity and omni-channel shopping models within the retail network
  • Provide detailed insights on customer shopping and market trends to operations and marketing teams to steer business decisions
  • Work closely with retail marketing team to provide insights on web analytics for optimizing website customer experience on Tier 3
  • Responsible for the launch and optimization of digital platforms, including website, CRM tools, etc. by consulting with dealers, identifying gaps and opportunities
  • Execute digital retail marketing plans and CRM campaigns, for both Sales and After-Sales
  • Support in-dealer events and launches
Qualifications:
  • Bachelor's degree in Business or related field, and/or equivalent work experience
  • 5+ years automotive industry experience
  • Highly analytical, data-driven and entrepreneurial
  • In-depth awareness of benchmark trends in customer experience and expectations
  • In-depth awareness of leading technologies which facilitate premium interactions and exchange between business and customer
  • Strong understanding of Dealership operations: balanced Sales, After Sales, Marketing & Finance
  • Strong motivator with consultative skills to evaluate planned initiatives pre- and post-implementation, and communicate necessary adjustments to central development team (Audi Canada, AUDI AG)
  • Ability to effectively manage project implementation in a methodical, focused manner. This requires strong change management skills.
  • Highly organized and process-oriented to manage multiple project implementations concurrently
  • Lead by championing company culture, human centricity, and exemplifying DE&I
  • Relationship-building skills to develop trust and influence
  • Ability to maintain a long-term strategic vision, with ongoing short-term actions while implementing projects
  • Performance marketing generalist
  • Flexibility for regular travel (up to 50%) throughout all Canadian regions, as required; potential international travel to Europe and/or the USA

Audi Canada is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to providing accommodations for people with disabilities. If you require an accommodation, please let us know in advance.

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