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Customer Experience Manager

3 months ago

Ajax, Ontario, Canada Audi Canada Full time

Position Overview

The role of the Customer Experience Manager is pivotal in shaping the way Audi Canada interacts with its clientele. This position is focused on enhancing and executing Audi's customer experience framework, ensuring that every touchpoint with the brand is exceptional.

Key Responsibilities:

  • Lead and mentor a team of Area Customer Experience Specialists to ensure the effective implementation of customer engagement strategies.
  • Identify and define opportunities for elevating the premium brand experience, aligning with national customer experience objectives.
  • Oversee the execution of localized action plans that support the attainment of strategic goals.
  • Manage the nationwide implementation of modernized service and sales processes aimed at maximizing customer loyalty and retention.
  • Analyze customer feedback and performance metrics to identify areas for improvement and develop actionable strategies.
  • Explore and recommend new tools for measuring customer interactions and enhancing process efficiencies.
  • Assess training needs within the dealer network and ensure timely completion of necessary training programs.
  • Conduct facility audits and create action plans to uphold brand standards.
  • Collaborate with the Business Development team to formulate an omni-channel retail strategy, identifying potential risks and gaps.
  • Guide dealers in implementing customer-centric retail strategies based on comprehensive market insights.
  • Provide detailed analysis of customer shopping behaviors and market trends to inform operational and marketing strategies.
  • Work closely with the retail marketing team to optimize online customer experiences through data-driven insights.
  • Manage the launch and enhancement of digital platforms, ensuring alignment with dealer needs and identifying opportunities for improvement.
  • Execute digital marketing initiatives and customer relationship management campaigns for both sales and after-sales.
  • Support in-dealer events and product launches, ensuring alignment with modern retail initiatives.

Qualifications:

  • A Bachelor’s degree in Business or a related field, or equivalent professional experience.
  • A minimum of 5 years of experience in the automotive sector.
  • Strong analytical skills with a data-driven approach.
  • Comprehensive understanding of customer experience benchmarks and trends.
  • Familiarity with technologies that enhance customer interactions.
  • Knowledge of dealership operations, including sales, after-sales, marketing, and finance.
  • Proven ability to manage projects effectively, demonstrating strong change management capabilities.
  • Excellent organizational skills to handle multiple projects simultaneously.
  • Strong relationship-building skills to foster trust and influence stakeholders.
  • Willingness to travel regularly across Canadian regions, with potential international travel.

Benefits:

  • A collaborative and flexible work environment.
  • Opportunities for professional growth and development.
  • Participation in community-focused company events.
  • Competitive compensation and benefits package.

Audi Canada is committed to fostering a diverse and inclusive workplace. All qualified candidates will be considered for employment without regard to any characteristic protected by law.