Customer Experience Specialist

2 weeks ago

Mississauga, Canada KIA CANADA INC Full time

**Customer Experience Specialist**

The Customer Experience Specialist 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 CE 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 sources such as KCA CEP, JD Power, Maritz and dealer data.
- Acquire and continuously update KCA corporate knowledge about customer needs, motivations, and behaviours 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, 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.
- Have implemented and managed using Action Plans.
- 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.

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