الوصف

CRM G CUSTOMER EXPERIENCE SPECIALIST Join the Team. Apply here hr@bnkautomotive.com Key Responsibilities • Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Company goals • Define customer relationship programs and key initiatives for Sales and Service divisions to achieve customer satisfaction index at the dealership • Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives • Ensure seamless integration of customer interactions and information flow across all customer touch points • Analyse customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers • Conduct internal meetings with Sales, Service and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiatives • Provide quality feedback and update the sales team on the overall quality of cus tomer interactions and highlight issues if any • Maintain and monitor Sales and Service divisions customer relations department KPIs (including CSI) for business analysis • Conduct regular reviews of CSI with the Sales and Service senior management and highlight areas of concern and define an overall action plan • Monitor the implementation and effectiveness of planned customer specific initiatives • Consolidate best practices across the departments around customer delight and drive new and innovative initiatives • Manage and lead call center department KPIs across both Sales and Service Prefer Candidates with Automotive Experience VOL VO

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