Customer Experience Lead Up to 7k

Location Singapore
Discipline Legal
Job Reference BBBH145302_1732002737
Salary S$10000.00 - S$12000 per month
Consultant Name Sun Luneng Ashley
Consultant Email [email protected]
Consultant Contact No.
EA License No. 02C3423
Consultant Registration No. R1984277


Job Scope

  • Strategy Development: Design and implement innovative customer experience strategies that align with BMW's values and elevate retail standards.
  • Team Leadership: Lead and inspire the Customer Experience Centre team, fostering a culture of excellence, accountability, and customer focus.
  • Enhancing the Customer Journey: Map, analyze, and refine the customer journey to ensure exceptional service delivery at every touchpoint.
  • Complaint Management: Oversee the resolution of customer complaints and quality-related issues, implementing solutions to boost satisfaction and loyalty.
  • Data Analysis: Leverage customer feedback and market insights to identify trends, measure performance, and develop actionable strategies for continuous improvement.
  • Training and Development: Organize ongoing training and development programs to uphold and enhance service standards across all staff.
  • Cross-Department Collaboration: Partner with Sales, Aftersales, and Marketing teams to align goals and deliver a unified brand experience.
  • Retail Standards Maintenance: Define, communicate, and enforce retail standards that reflect the sophistication and quality of the BMW brand.
  • Showroom Excellence: Create and maintain a compelling retail environment that attracts customers and reinforces brand loyalty.


Requirements

  • Educational Background: Bachelor's degree in Business, Communications, or a related field.
  • Experience: At least 5 years of experience in Customer Experience or Service Management, preferably within the automotive industry.
  • Leadership Skills: Demonstrated success in leading teams and improving performance in customer service environments.
  • Strategic and Analytical Abilities: Strategic thinking with expertise in data analysis and identifying trends.
  • Communication Skills: Exceptional interpersonal and communication skills, capable of engaging effectively with stakeholders at all levels.
  • Customer Insight: Deep understanding of customer behavior, service excellence principles, and retail standards.
  • Technical Proficiency: Skilled in customer relationship management systems and proficient in MS Office Suite.

Sun Luneng Ashley License No.: 02C3423 Personnel Registration No.: R1984277

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