Job Description

•Main Objective: We’re seeking a customer-oriented team leader who is excited about the opportunity to make a difference as the company evolves. As the face and voice of the Company, the Customer Experience team provides a complete customer experience using in-depth brand and related part knowledge. The candidate will address and resolve issues related to assessing how the sales, marketing and service entities work together with operations to deliver a seamless consistent customer experience at every touch point. The Head of Customer Experience will hire, coach, develop, and oversee a team of customer experience specialists who interact with customers to provide exceptional service, solve problems, and expand business relationships. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. •Main Responsibilities: -Developing customer experience programs and Improving CX quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results -Monitoring and analyzing surveys results, the voice of the customer, complaints, and related data to understand and measure the customer satisfaction -Responsible for the development of reporting systems, data analysis and proposing solutions for all parts of the customer journey -Assesses individual and team performance on a regular basis and provides timely feedback regarding developmental and training needs -responsible for developing programs in order to enhance customer satisfaction, loyalty and retention -Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands -Recognizes and acts on the needs to improve the development and delivery of services -Understanding customer experience related metrics and responsible for the quality of them -Develops, motivates, evaluates and coaches staff on work procedures, and teamwork delivering excellent customer experience. Available to staff to answers questions and give ongoing feedback. -Responsible for service and process development and inter-departmental coordination