Manager, Field Customer Experience

Manager, Field Customer Experience -AUD001861

Primary Location

Canada-Ontario-Ajax

Description

Some call it work. We call it passion.

We could offer you an ordinary career.

Trouble is, we only deal in the extraordinary.

Find yourself in the driver’s seat. Find yourself at Audi.

Audi stands for excellence. Innovation. High Performance. Sophisticated. Sporty. Progressive. Uncompromising standards.

Just as Vorsprung durch Technik brings out the best in vehicles, a career with Audi can bring out the passion, drive and dedication of some of the finest people around.

The Audi family recognizes the fact that even though we craft some of the finest vehicles on the planet, our work would be in vain without the people we serve, and the people with which we share our passion.

Become a part of the Audi success story full of growth opportunity and personal career development. Join a team of performance driven professionals who value motivation, responsibility, collaboration and exciting work.

Audi, with its leading global presence, offers its employees numerous developmental opportunities locally as well as internationally.

We are currently looking for a Manager, Field Customer Experience at our Corporate Officers in Ajax, ON

The Manager, Field Customer Experience is responsible for the optimization and implementation of Audi Canada’s customer experience strategy.

The successful execution will result in, but is not limited to, realizing sustained, measurable improvement in the way the Audi prospect, buyer, owner and service customer views its relationship with the Audi Brand.

With a modern view the Brand-Customer relationship, this role lifts the execution of delivering the premium experience beyond the essentials of strict, consistent adherence to defined processes to include full network engagement in all systems, platforms and programs designed to modernize how we reach, interact with and serve our customers.

Including leadership of a field force responsible for monitoring Dealer engagement, performance, assessing gaps and implementing action plans at the retail level, this Manager acts as the primary conduit to ensure that all projects across the organization impacting customer experience are cohesive and fully support the goals of implementing new process or building corrective measures and validating adherence to known areas of improvement in the overall customer experience.

Ensuring actions are developed with a view from the customer and that these action progress towards desired outcomes, close attention to customer insights, experience measurement and external research is critical.

This manager is cross-functional and will work closely with stakeholders in Business Development, Marketing, Sales and After Sales to have a 360 view on the customer journey from beginning to renewal.

This is a hybrid flex model, based out of Ajax, ON.

Responsibilities :

• Manage, lead and develop 5 Area Customer Experience Specialists for experience implementation and validation of defined process priorities
• Define opportunities for premium brand experience and process optimization that support national customer experience strategy
• Successful execution of local Area and Dealer action plans which support realization of strategic goals
• Network-wide responsibility for implementation modernized service & sales core process, for the purpose of maximizing customer loyalty and retention
• Analyze dealer Customer Experience results (ie : CXM surveys, mystery shop), identify root cause, develop and implement improvement action plan and strategy
• Identify opportunities for new tools to effectively measure the modern experience and areas of process improvement
• Identify training gaps and opportunities and ensure timely curriculum completion across the dealer network
• Support facility and readiness audits and develop action plans to ensure proper brand representation
• Support Business Development team with development of omni-channel retail strategy and initiatives to identify potential implementation risks and gaps
• Steer dealers using business case to successfully Implement modern retail strategies based on customer centricity and omni-channel shopping models within the retail network
• Provide detailed insights on customer shopping and market trends to operations and marketing teams to steer business decisions.
• Work closely with retail marketing team to provide insights on web analytics for optimizing website customer experience on Tier 3.
• Responsible for the launch and optimization of digital platforms, including website, CRM tools, etc. by consulting with dealers, identifying gaps and opportunities
• Execute digital retail marketing plans and CRM campaigns, for both Sales and After-Sales
• Support in-dealer events and launches.
• Focus on aligning to relevant Modern Retail initiatives, and coordinate operational actions with Area Sales Manager and Area After Sales Manager

Qualifications

Qualifications :

• Bachelor’s degree in Business or related field, and / or equivalent work experience
• 5+ years automotive industry experience
• Highly analytical, data-driven and entrepreneurial
• In-depth awareness of benchmark trends in customer experience and expectations
• In-depth awareness of leading technologies which facilitate premium interactions and exchange between business and customer
• Strong understanding of Dealership operations : balanced Sales, After Sales, Marketing & Finance
• Strong motivator with consultative skills to evaluate planned initiatives pre- and post-implementation, and communicate necessary adjustments to central development team (Audi Canada, AUDI AG)
• Ability to effectively manage project implementation in a methodical, focused manner. This requires strong change management skills.
• Highly organized and process-oriented to manage multiple project implementations concurrently
• Lead by championing company culture, human centricity, and exemplifying DE&I.
• Relationship-building skills to develop trust and influence
• Ability to maintain a long-term strategic vision, with ongoing short-term actions while implementing projects
• Performance marketing generalist
• Flexibility for regular travel (up to 50%) throughout all Canadian regions, as required; potential international travel to Europe and / or the USA

What you’ll get in return :

• A flexible and collaborative team dynamic
• Many opportunities for personal and professional development
• Opportunities to participate in exciting company events that give back to the community
• Competitive employer paid benefits and compensation package
• And much more!

Interested applicants are asked to submit their application by May 3, 2024

Please note that we appreciate the interest of all candidates, however only those under consideration will be contacted.

Volkswagen Group Canada Inc. is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, family status, gender identity, gender expression, national origin, age, disability or any other characteristic protected by federal, or local laws.

Volkswagen Group Canada Inc. is committed to providing accommodations for people with disabilities including during the application process.

If you require an accommodation because of a disability, we will work with you to determine what reasonable accommodation may be available to meet your needs whether it be as an applicant or an employee.

Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Recruiter who will consult with you to determine an appropriate and reasonable accommodation #LI-Hybrid #LI-MD1