CX Japan Country Manager

職種
正社員
職務明細
The role of the Head of National Customer Experience Sales & Aftersales has to deliver against two main objectives within the NSCs.
a) Build with the leadership team a culture of customer centric culture, reflected in Stellantis’ policies, procedures, strategies and day to day actions. This will be applicable for dealer and customer facing interactions, as well as intra-departmental cooperation. The role holder will be the customer ambassador within the NSC, representing them in the decision making process of above items.
b) Work in close conjunction with the dealer body and field team in practical process improvements across the nation by applying Stellantis’ and industry best practices and initiatives. This includes regular dealer visits (alone/with the field team), as well as daily communication with dealers to drive customer centricity and experience for all the brands in the network (SPLIT INWARD & OUTCOME)
These two pillars in conjunction with data driven root cause analysis will support the NSC on the journey to be Top1 in syndicated studies by 2024, while more importantly improve the overall customer experience with the implementation of competitive, convenient service offers and competitive standards.
スキル・資格
QUALIFICATIONS/ SKILLS and EXPERIENCES:
• Experience of 8 years or more in a Senior role focused on customer experience and dealer operations
• At least 10 - 15 years’ experience in the automotive industry
• Experience working with automotive dealerships teams, investors and senior leadership within organizations
• Deep knowledge about the automotive landscape in the country
• A team player capable of working independently as well as part of a larger team
• A strong relationship builder and negotiator
• Ability to drive for discontinuity and innovation
• Proven track record of leadership and change management
ESSENTIAL SKILLS
• Connect with dealer staff
• Core competent in dealer operations
• Ability to analysis situations, root causes and design and implement countermeasures
• Steer the day to day operations of dealer network development & customer experience, as well as establish mid- and long term “want to be” strategies
• High level of organizational and computing skills
• Advanced communication and liaison skills
• Excellent relationship building skills
• Commitment to Deliver
• Accountability
PERFORMANCE INDICATORS (INDICATIVE):
• Sales & Aftersales NPS
• Third party customer experience ranking (for example NCBS, IACS, JD POWER)
• Fixed first visit (FFV)
• VOR
• Aftersales retention & new car buyer loyalty
• Mystery Shop and audit results
• Dealer Digital Evaluation
• Voice of customer
業務内容
KEY ACCOUNTABILITIES:
• Implement and lead in conjunction with the NSC Heads & Country Managing Director strategies delivering the CX ambition, while optimizing the current dealer and NSC operations
• Establish policies, standards and SMART objectives for the NSC and dealer networks aiming at efficiencies, effectiveness and customer centricity in accordance to IAP guidelines
• Providing day-to-day direction and management of customer experience in NSC and dealer network, directing and promoting policies to fulfil Stellantis’ objectives for CX
• Establish and lead cross-functional effort and coordination of customer experience in country
• Create and present reports & projects to the NSC and regional management team on reoccurring events, or as requested / required
• Ensure CX target achievement by defining concrete action plans (in conjunction with the NSC leadership team) internal and external to improve processes and procedures
• Create specific action plans for bottom performer and ensure on time execution
• Conduct regular face to face visits to promote customer centricity
• Host regional and national CX seminars outlining opportunities, trends and actions to drive CX now & tomorrow
• Implement tools enabling NSC and dealer network in the proactive management of CX
その他
COMPETENCIES, CORE VALUES, BEHAVIOURS:
• Demonstrates technical expertise and the ability to influence and challenge others to behave in ways consistent with the interest of the organisation.
• Exudes energy, passion, optimism and commitment to producing great work.
• Consistently displays personal integrity and respect. Always promotes Stellantis in a positive light.
• Demonstrates a deep understanding of the Stellantis business vision and strategy in what they say and do.
• Drives for discontinuity. Looks for opportunities to try new things and encourages others to do the same. Has the courage to question the way things are done in the pursuit of excellence.
• Demonstrates accountability and has the courage to make tough, yet successful, calls.
• Embrace and cherishes competition, always on the reach for “best in class”.
• Embraces diversity and adapts style to suit ever changing business landscapes.
• Encourages teamwork across all business units. Sharing ideas, learning and best practice.
• Coaching and empowering others.