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Field Experience Optimization Lead

2 months ago

Ajax, Ontario, Canada Audi Canada Full time
About the Role

Audi Canada is seeking a highly skilled and experienced professional to join our team as a Customer Experience Manager. This is a key leadership role that will be responsible for optimizing and implementing our customer experience strategy across the country.

Key Responsibilities
  • Lead and Develop a Team: Manage and lead a team of Area Customer Experience Specialists to implement and validate defined process priorities.
  • Define Opportunities for Premium Brand Experience: Identify opportunities for premium brand experience and process optimization that support our national customer experience strategy.
  • Implement Local Area and Dealer Action Plans: Successfully execute local Area and Dealer action plans that support the realization of strategic goals.
  • Network-Wide Responsibility: Have network-wide responsibility for the implementation of modernized service and sales core processes to maximize customer loyalty and retention.
  • Analyze Dealer Customer Experience Results: Analyze dealer Customer Experience results, identify root cause, develop and implement improvement action plans and strategies.
  • Identify Opportunities for New Tools: Identify opportunities for new tools to effectively measure the modern experience and areas of process improvement.
  • Identify Training Gaps and Opportunities: Identify training gaps and opportunities and ensure timely curriculum completion across the dealer network.
  • Support Facility and Readiness Audits: Support facility and readiness audits and develop action plans to ensure proper brand representation.
  • Support Business Development Team: Support the Business Development team with the development of omni-channel retail strategy and initiatives to identify potential implementation risks and gaps.
  • Steer Dealers: Steer dealers using business cases to successfully implement modern retail strategies based on customer centricity and omni-channel shopping models within the retail network.
  • Provide Insights on Customer Shopping and Market Trends: Provide detailed insights on customer shopping and market trends to operations and marketing teams to steer business decisions.
  • Work Closely with Retail Marketing Team: Work closely with the 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: 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: Execute digital retail marketing plans and CRM campaigns, for both Sales and After-Sales.
  • Support In-Dealer Events and Launches: Support in-dealer events and launches.
  • Align to Relevant Modern Retail Initiatives: Focus on aligning to relevant Modern Retail initiatives, and coordinate operational actions with Area Sales Manager and Area After Sales Manager.
Qualifications
  • Bachelor's Degree in Business or Related Field: Bachelor's degree in Business or related field, and/or equivalent work experience.
  • 5+ Years Automotive Industry Experience: 5+ years automotive industry experience.
  • Highly Analytical, Data-Driven and Entrepreneurial: Highly analytical, data-driven and entrepreneurial.
  • In-Depth Awareness of Benchmark Trends in Customer Experience and Expectations: In-depth awareness of benchmark trends in customer experience and expectations.
  • In-Depth Awareness of Leading Technologies: In-depth awareness of leading technologies which facilitate premium interactions and exchange between business and customer.
  • Strong Understanding of Dealership Operations: Strong understanding of Dealership operations: balanced Sales, After Sales, Marketing & Finance.
  • Strong Motivator with Consultative Skills: 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: Ability to effectively manage project implementation in a methodical, focused manner. This requires strong change management skills.
  • Highly Organized and Process-Oriented: Highly organized and process-oriented to manage multiple project implementations concurrently.
  • Lead by Championing Company Culture: Lead by championing company culture, human centricity, and exemplifying DE&I.
  • Relationship-Building Skills: Relationship-building skills to develop trust and influence.
  • Ability to Maintain a Long-Term Strategic Vision: Ability to maintain a long-term strategic vision, with ongoing short-term actions while implementing projects.
  • Performance Marketing Generalist: Performance marketing generalist.
  • Flexibility for Regular Travel: Flexibility for regular travel (up to 50%) throughout all Canadian regions, as required; potential international travel to Europe and/or the USA.