Customer Experience Manager

Uxbridge – Office Based

About the role:

In order to meet our sales aspirations in the UK, it is vital that we create Customer Experience that exceeds the expectations of our customers and delivers on the brand promises of both BYD and DENZA. Reporting to the UK Head of Customer Experience, this role will be responsible for designing and delivering an industry leading Customer Journey from first contact with the brand through to repurchase.

Main Tasks and Responsibilities:

Work with the Marketing and Product teams to ensure that our online journey allows customers to complete the research phase and transition smoothly to a sales enquiry.

Develop processes and resource to manage customer contact with the brands in the early stages of their purchase journey, and effective nurture where appropriate, to maximise sales enquiry leads.

Ensure Lead Generation processes are effective and work with our Retail and Fleet sales teams to ensure effective Lead Management processes are in place.

Manage the Community Operations Team to develop and maintain a industry leading community experience, enhancing the ownership experience, increasing referral sales and ensuring renewal sales. Use Community to conduct customer research and provide feedback to guide future product development and improvement.

Take responsibility for improving Customer Experience and Quality KPIs, including NPS, Mystery Shop and Sales Standards Audits. Work with the Sales Field Team and Sales Training team to ensure that results and analysis are used to create actions to drive performance.

Work with both European and UK Customer Care team to ensure that customer issues are dealt with efficiently and in line with the Brand promise. Analysis the issues and feedback received from customers to ensure that R&D, Product, Aftersales and Sales Teams have actions in place to resolve at the root cause.

Ideal Candidate profile:

Minimum 10 years' management level experience working in Customer Experience or Customer Care roles.

Excellent interpersonal, communication, and customer service skills.

Ability to deal with Internal and External Stakeholders at all levels.

Hands-on experience with ERP and CRM systems and the effective management of customer data respecting GDPR legislation.

Proficiency with MS Office Suite, particularly MS Excel.

Analytical and multitasking skills.

Ability to work well as part of a team but also be able to make decisions and complete tasks independently.

Benefits

Performance and experience-based competitive remuneration.

Scottish Widow workplace pension.

25 days paid holidays + public holidays.

Department & company wide teambuilding events.

An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.