Customer Experience Manager

hace 5 horas

Ciudad Juárez, México Geely Auto Mexico A tiempo completo

Customer Experience (CX) Manager
Are you passionate about building world‐class customer experiences in the automotive industry?
We are is looking for a Customer Experience (CX) Manager to design, govern, and continuously improve the end‐to‐end customer journey, ensuring every touchpoint meets our global OEM standards and drives loyalty, and retention.
This role plays a key part in aligning dealers, internal teams, and digital platforms to deliver a consistent, customer‐centric post sales experience across the network.
Position Objective
Design, oversee, and continuously optimize the end‐to‐end aftersales customer journey—from appointment booking to vehicle delivery and follow‐up—ensuring alignment with Geely's global CX standards and measurable improvement in NPS and CSI results.
Key Responsibilities
End‐to‐End Customer Journey Ownership
Design, document, and optimize the aftersales customer journey, identifying friction points and driving continuous improvement initiatives across service reception, repair, delivery, and follow‐up stages.
CRC & Complaint Resolution Governance
Own the target of closing customer complaints within defined timelines, coordinating closely with Regional Managers, dealers, and internal teams to ensure root‐cause resolution and customer satisfaction.
NPS / CSI Performance Management
Analyze monthly CX results across the dealer network, identify trends and gaps, and deploy structured Corrective Action Plans for underperforming dealers.
Dealer CX Enablement & Coaching
Design and deliver soft‐skills and customer‐handling training for Service Advisors and front‐line teams, with a strong focus on service reception, communication, and vehicle delivery experience.
Digital Customer Experience Enhancement
Partner with Marketing, IT, and Aftersales teams to improve digital CX tools (e.g., real‐time repair status tracking, CRM touchpoints), ensuring usability, adoption, and customer value.
Voice of the Customer & Data Analytics
Lead VoC analysis using CX platforms, correlate CX metrics with operational and retention data, and translate insights into actionable improvements.
Cross‐Functional & OEM Alignment
Act as the CX liaison between HQ standards, regional operations, and the dealer network, ensuring consistent execution and governance of CX initiatives.
Experience & Background
Experience in Customer Experience, Aftersales, or Service Operations within automotive OEMs, importers, or dealer networks.
Proven exposure to dealer performance management, customer satisfaction programs, and post‐sales processes.
Hands‐on experience working with CRM systems, CX platforms, and performance dashboards.
Ability to work cross‐functionally in matrix organizations and manage multiple stakeholders.
Technical Knowledge
Voice of the Customer (VoC) & CX Platforms: Qualtrics, Medallia, or similar.
CRM Systems: Salesforce, SAP, or equivalent.
Journey Mapping & Process Design: Aftersales and service journeys.
Data Analytics: Excel, PowerBI, Tableau or similar tools to link CX performance with business outcomes.
Languages
English: Advanced
Spanish: Fluent

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