Job Title: Head of Customer Experience – Premium Automotive Importer
Role Overview:
We are seeking an experienced Head of Customer Experience to lead the strategic development and delivery of exceptional customer journey standards across a premium automotive importer network. This role is instrumental in shaping and executing customer-centric initiatives that reflect a modern luxury service ethos. The ideal candidate will ensure consistency in service quality, enhance customer satisfaction and loyalty, and work cross-functionally with internal teams and external partners.
Key Responsibilities:
- Strategic Leadership:
- Drive customer satisfaction initiatives across importer and retailer operations. Collaborate with senior leadership, operations teams, and customer experience managers to implement a consistent and unified approach to service excellence.
- Budget Oversight:
- Manage budgets related to customer loyalty and goodwill, ensuring effective deployment of resources to initiatives that improve customer outcomes.
- Experience Enhancement Initiatives:
- Implement and adapt customer journey improvement actions designed to elevate experiences at key interaction points, in line with modern premium service expectations.
- Customer Insights & Governance:
- Lead forums for customer feedback analysis and action planning. Oversee the structured review of feedback to inform ongoing service improvements.
- Performance Monitoring:
- Track customer sentiment through surveys, direct input, and analytics platforms. Monitor performance indicators around satisfaction, retention, and loyalty, ensuring a consistently high standard across online and offline channels.
- Regional Liaison:
- Act as the primary point of contact for regional customer experience partners, aligning initiatives and sharing insight to support cross-market consistency.
- Knowledge Sharing:
- Champion the exchange of best practices across the network to instill a strong customer-focused culture grounded in premium standards.
- Complaint Resolution & Metrics Improvement:
- Oversee case reviews, escalate resolution of key complaints, and drive measurable improvement in customer satisfaction scores such as NPS.
- Buy-Back Program Management:
- Supervise the vehicle replacement process to ensure a smooth and customer-friendly experience.
- Training Leadership:
- Support the design and implementation of training programs aimed at reinforcing customer-centric behaviors among importer and retailer teams.
Qualifications & Experience:
- Bachelor's degree in business, marketing, communications, hospitality, or a related field (Master’s degree preferred).
- Recognized credentials such as CCXP or qualifications in luxury hospitality are a plus.
- Minimum 7 years in customer service or experience management, ideally within the luxury automotive or hospitality sectors.
- Strong familiarity with CRM platforms, feedback systems, and customer analytics tools.
- Fluent in English and the local market language.
Core Competencies:
- Excellent communication and stakeholder management skills.
- Strong analytical capability to interpret customer data and translate it into strategy.
- Passion for delivering premium service and creating memorable customer experiences.
- Proactive approach to problem-solving and conflict resolution.
- Ability to lead teams and influence change in a dynamic environment.
- Adaptability in responding to customer expectations and industry trends.
Reporting Line:
This position reports directly to the Importer’s Managing Director.
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