job description
Join Wearnes Automotive, the exclusive distributor of Volvo in Singapore and a leader in premium automotive solutions, as we expand our customer-centric operations to Bali, Indonesia. We are seeking a dynamic Customer Experience Manager to elevate our service standards and deliver unparalleled satisfaction to our discerning clientele.
In this pivotal role, you will design, implement, and oversee end-to-end customer experience strategies tailored to the luxury automotive sector. Your mission is to transform every touchpoint—from service inquiries to post-purchase follow-ups—into a seamless, memorable journey that reinforces Volvo’s commitment to excellence. By leveraging data-driven insights and proactive feedback management, you will identify opportunities to enhance service quality, resolve pain points, and foster long-term customer loyalty.
Based in the vibrant Badung region (covering Canggu, Ubud, Denpasar, and beyond), you’ll collaborate with cross-functional teams to align customer experience initiatives with business objectives. This is a unique opportunity to shape the future of automotive customer service in one of Southeast Asia’s most dynamic markets.
Responsibility
- Strategy Development: Create and execute comprehensive customer experience (CX) strategies to elevate satisfaction and retention for Volvo customers in Bali.
- Feedback Management: Design and oversee systems to collect, analyze, and act on customer feedback across all service touchpoints.
- Journey Mapping: Identify and optimize key moments in the customer journey, from initial contact to after-sales support, ensuring a premium experience.
- Team Collaboration: Partner with sales, service, and marketing teams to align CX initiatives with brand values and operational goals.
- Performance Metrics: Define and track KPIs (e.g., NPS, CSAT, resolution time) to measure the impact of CX improvements.
- Training & Coaching: Develop training programs to empower staff with the skills to deliver exceptional, brand-consistent service.
- Innovation: Introduce cutting-edge CX tools (e.g., CRM enhancements, AI chatbots) to streamline interactions and personalize engagement.
- Issue Resolution: Lead the resolution of escalated customer complaints, ensuring swift, empathetic, and effective solutions.
Qualifications
- Experience: Minimum 5 years in customer experience, service management, or a related field, preferably in the automotive or luxury retail sector.
- Leadership: Proven ability to lead cross-functional projects and influence stakeholders at all levels.
- Analytical Skills: Strong proficiency in data analysis and CX metrics (e.g., NPS, churn rate) to drive decision-making.
- Communication: Exceptional verbal and written English skills, with the ability to craft compelling narratives for diverse audiences.
- Tech-Savviness: Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and CX tools (e.g., Qualtrics, Medallia).
- Problem-Solving: A proactive mindset with a track record of resolving complex customer issues creatively.
- Cultural Fit: Passion for luxury brands and a deep understanding of high-net-worth customer expectations.
- Education: Bachelor’s degree in Business, Marketing, or a related field; MBA or CX certification (e.g., CCXP) is a plus.