Customer Experience Manager (Volvo)

Key Responsibilities

• Develop and implement customer experience strategies
• Enhance the overall customer journey in the service department
• Manage customer feedback, data and drive continuous improvement using manufacturer’s customer service tool
• Resolve customer issues efficiently and effectively
• Lead and coach all customer facing personnel on how to improve the customer experience and work across all functions and departments
• Track and meet KPIs related to customer experience, satisfaction and retention and work on action plans
• Work closely with the manufacturer to ensure consistent delivery of Volvo’s brand standards and be the Customer Experience Champion / representative
• Handle annual Retail Audit and follow up on actions items to ensure compliance to the Retail Standards
• Any other tasks assigned by your superior

Qualifications / Professional Certifications / Skills Required

• Minimum Degree qualifications with 5–8 years of experience in customer service, customer experience, hospitality or automotive retail
• 2–3 years in a supervisory or managerial role is strongly preferred
• Experience in a premium or luxury brand environment is a strong advantage
• Possess a valid Class 3 driving licence
• Strong leadership and coaching skills
• Process-oriented mindset with continuous improvement focus
• Excellent team player and able to multitask
• Possess strong analytical skills and a keen passion for automobiles
• Self-driven, highly motivated and results-oriented