Vacancy expired!
Job Summary: The Sr Mgr of Customer Centricity is expected to work to educate and engage the entire AoA organization and its dealers around customer centricity which is about putting the customer in the center of all that we do and ensuring exceptional customer experience. Key areas: 1. Audi CXC Contact Center Operations KPI's 2. Customer Centricity Board leader 3. AoA customer initiatives, Sales, After sales and Technical 4. AoA Strategy team liaison The position requires working cross functionally with various working teams, dealers, internal departments and leadership to ensure that the customer is at the center of everything Audi USA does. Some specific activities include but are not limited to:
- Engage the organization in managing customer relationships, revenue, and profit all while solving for lasting customer centric solutions and retaining loyal customers
- Create a persistent focus on the customer in the actions the company takes focusing on our long-term competitive advantage
- Drive the organization to work together for optimum customer centricity and customer experience delivery.
- Support leaders in their role as cultural leaders in the transformation journey.
- Role is responsible to develop operational functions/actions in conjunction with Strategy team to meet AoA brand needs
- Promote AoA customer vision with inbound CXC/field input and outputs
- Co-develop customer-oriented metrics and analytics for the organization
- Responsible for managing and maintaining various advocate teams within the dedicated multi-channel Audi contact center. This includes maintaining staffing levels, certification completion, advocate continuous improvement processes, advocate documented processes, proactive, e-mail, web chat, social media, executive and safety teams and processes/special teams and processes.
- Serve as lead in representing the Customer Experience Center when interfacing with AUDI AG, AoA HQ Leadership, VWGoA, Regional Leadership and Area teams, and Dealer sub-councils.
- Responsible for the overall KPI definitions, monitoring and adjustments for the contact center related to first time case closure and customer satisfaction as well as the management of the supervisors, support teams, and floor operations.
- Direct focus and attention of the specialist in customer centricity movement
- Steer creation and startup of the Customer Centric culture.
- Ensure representative from each department is selected to represent customer centric topics/areas within the organization confirming the voice of the customer is upheld and accounted for in all areas within the organization.
- Ongoing management of existing and new customer topics identified in CSB process.
- CXC Customer feedback data, analytics
- Ensure team is reporting out to all necessary teams including but not limited to: CTM, Regions and Field, CXC and various other cross functional teams
- Regularly report to top management of customer centricity status & KPI progress
- Ensure customer Centric training strategy is developed & maintained both internal & dealers
- Ensure Customer Centricity is included in all elements for AoA training
- Work with identify correct vendors to collaborate AoA customer tenants with modern day customer centric topics and focus
- Work with Porsche and VWGoA ongoing basis to understand how they have implement, track and fulfill their customer experience training and share best practices
- Steering of all vendors & contractors regarding customer Centric training
- Support the Regions including the RVP, Regional Customer Experience Managers (RXCMs) in their implementation of Customer Centric programs.
- Customer- Centric mindset and demonstrated ability to create shared vision, inspire collaboration , and drive change with momentum
- Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
- Ability to organize and lead cross-functional teams to meet business needs/outcomes
- Proven ability to manage diverse efforts' synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset.
- Voice of the customer competency
- Understanding of automotive Franchise Law and the OEM dealership relationship
- Understands and has worked with 5 Star rating
- Understand Customer Lifetime Value (CLV)
- Training development and delivery concepts
Vacancy expired!