Customer Experience Specialist

1 week ago

Boucherville, Canada Honda Canada Full time

Job Description: The role of CES is to execute Honda Driving Excellence & Acura Concierge strategies by driving various in dealership activities to increase positive Customer Experience (CX) at various customer touch points resulting in industry leading CX while fulfilling Lifetime Owner Loyalty.

CES will work with underperforming CX dealers to identify root cause, establish sustainable CX improvement plans for Sales/Service. CES will ensure dealer buy-in, corrective action and full emersion of the continuous improvement philosophy, resulting in Honda Driving Excellence (HDE), Acura Elite & Acura Concierge Excellence (ACE) attainment and CXI improvement.

These actions are all to elevate CX, execute/achieve business plan activities while delivering key product, service and customer insights that help business leaders make better decisions for a long term sustainable CX plan.

*
RESPONSIBILITIES: *
**CX Support Dealer Program**
**Honda**
- CXI attainment dealer improvement plan
- Facilitate Dealer buy-in, full business operation assessments, business plan & action plan development & execution
- Monitor dealer Sales & Service performance to gain long term sustainability
- Drive Quality Delivery Program (QDP) Tier 2 attainment
**Acura**
- Future proof - achieve CX podium
- Facilitate Dealer buy-in, full business operation assessments, business plan & action plan development & execution
- Monitor dealer Sales & Service performance to gain long term sustainability
- Drive various Tier attainment for Elite program
**Honda Driving Excellent (HDE) & Acura Concierge Excellence Dealer Programs & CX Strategy**
- Development & execution of the program HDE/ACE Programs
- Conduct program & system orientation training with Dealers & new staff for optimal Dealer buy-in
- Drive YOY growth in program attainment & system engagement
**Business Insights/CX Expertise**
- Provide Voice of the Customer (VOC) / Customer Experience (CX) Department & Various Brands with Market, Industry & Dealer CX related trends (Negative/Positive)
- Complete Ad Hoc investigations to establish root causes & best practices
- Support Zones with specific CX content for monthly dealer communication meetings
- Support Dealer Care & Dealer Operation Manager (DOMs) with VOC/CX specific inquiries
**Monthly CAPDO/Quarterly PDCA**
- Compile require information & data
- Acura/Honda Monthly CAPDO Reports
- Facilitate Quarterly PDCA with Brands & Stakeholders & next steps
- Ensure Job Tree Achievement
**Quality Delivery Experience (QDE)**
- Ensure seamless Dealer Adoption of new QDE Process
- Measure/track Dealer initiation of QDE & client completion
- Correlate CXI & Delivery improvements resulting to QDE
- Communicate system improvements opportunities & user feedback to Ntl
**Associate Development**
- Career Development & Training
- Expand knowledge of the company’s operations
- Visit Preparation & Documents (DIN)
*
QUALIFICATIONS: *
- Applicant must be fully bilingual in French & English
- Completed University/College degree/diploma in Business, Market Research or an automotive related discipline
- Minimum 3-5 years automotive experience
- 3-5 years automotive retail & service dealership management experience an asset
- Previous territory management an asset
- Customer Experience
- Marketing Insights & Analytics
- Process Improvement
- Microsoft Programs (PPT, Excel, Word), Outlook
- Well-developed communication, interpersonal, analytical, administrative, and problem-solving skills, self-motivation required.
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