Bilingual Customer Experience Specialist

**Job Description**:
***Please note that this is a hybrid position based out of Boucherville, Quebec. This is a hybrid role with the expectation of one day in office a week**

The Bilingual Customer Experience Specialist (CES) is responsible for executing Honda Driving Excellence (HDE) and Acura Concierge Excellence (ACE) strategies by driving various in-dealership activities designed to enhance Customer Experience (CX) across all customer touchpoints. The goal is to achieve industry leading CX and fulfill Lifetime Owner Loyalty.

The CES will collaborate with dealerships that have Customer Experience & Key Driver Opportunities, to identify root causes of CX challenges, establish and implement sustainable improvement plans for both Sales and Service, and ensure dealer commitment to continuous improvement.

This role is integral in achieving HDE/QDP/Elite status and improving Customer Experience Index (CXI) scores & Brand Loyalty.

**Responsibilities**

**CX Support Dealer Support Strategy**
- Support the CX Dealer Support Strategy for both Honda and Acura;
- Support the CX Improvement activities: dealer interviews, fact finding, leveraging the Lucid Board for theming, documentation and communication in collaboration with other divisions in order to develop required tools and best practice;
- Facilitate the HDE/ACE problem solving methodology to help dealers identify root cause and countermeasures;
- Coach dealers to using the tools (VOC, HDE,ACE) to problem solve and make process adjustments as necessary;
- Facilitate Dealer buy-in, full business operation assessments, business plan & action plan development & execution;
- Monitor dealer Sales & Service performance to gain long term sustainability;
- Future proof - achieve podium level customer experience;
- Support Dealers in attaining & sustain results outlines as part of the QDP & Elite programs.

**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 VOC/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 & 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 national.

**Associate Development**
- Career Development & Training;
- Expand knowledge of the company’s operations;
- Visit Preparation & Documents (DIN).

**Qualifications**
- University/College degree/diploma in Business, Market Research, or an automotive related discipline;
- Bilingual French & English required;
- Minimum 3-5 years related experience, preferably in automotive;
- 3-5 years automotive retail dealership management experience an asset;
- Previous territory management an asset;
- Knowledge of customer experience, market insights & analytics, and process improvement;
- Experience with Microsoft Programs (PPT, Excel, Word), Outlook;
- Well-developed communication, interpersonal, analytical, administrative, and problem-solving skills, self-motivation required.

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.