SSI Specialist (Sales Satisfaction Index)

OMODA & JAECOO Brasil; São Paulo; Presencial; BRL 120.000 - 180.000; Jornada completa

Descripción de la vacante

OMODA & JAECO Brasil is seeking a Customer Experience Analyst to monitor SSI results across the dealer network, analyze customer feedback, and drive improvement initiatives. You will collaborate with internal teams and dealerships to enhance the vehicle delivery experience, onboarding, and early ownership satisfaction, ensuring a consistent and positive customer journey.

The role requires strong analytical skills, advanced English, and experience in automotive CX or dealer network management.

Formación

• Bachelor's degree in Business Administration, Engineering, or related field.
• Advanced English required.
• Experience monitoring and analyzing SSI results and developing action plans to improve customer satisfaction.
• Experience in customer experience, customer satisfaction, quality, or dealer network management, preferably in automotive.

Responsabilidades

• Monitor and analyze SSI results across the dealer network to identify trends and gaps.
• Analyze customer feedback and delivery-related complaints to identify root causes and corrective actions.
• Develop and implement action plans to improve the vehicle delivery and early ownership experience.
• Monitor dealer performance and ensure accountability for addressing customer complaints.
• Develop and improve standards, processes, tools, and policies for vehicle delivery and customer experience.
• Track KPIs (SSI scores, delivery complaints, survey response rates).
• Support complex customer experience cases and implement new processes across the dealer network.
• Follow up on dealer action plans to ensure timely completion.
• Collaborate with Field Operations, dealerships, Customer Care, and Sales to drive continuous improvement.

Conocimientos

Analytical skills

Stakeholder management

Strong communication

Multi-tasking

Problem solving

Educación

Bachelor's degree

Herramientas

Excel

Power BI

Descripción del empleo

Chery is a leading Chinese automotive company with a diverse portfolio that includes the R&D, production, and sales of passenger cars, commercial vehicles, mini cars, specialty vehicles, and powertrain systems. With over 8.75 million vehicles sold globally, Chery serves customers in more than 80 countries and regions worldwide.

Omoda & Jaecoo is an innovative new brand under the Chery Group, operating independently from other Chery brands. It focuses on cutting-edge design and technology in the production and sales of passenger vehicles.

Job Summary

In this role, you will be responsible for monitoring Sales Satisfaction Index (SSI) results, analyzing customer feedback, and driving improvement initiatives across our dealer network. You will work closely with internal teams and dealerships to improve the vehicle delivery experience, customer onboarding, and early ownership satisfaction, ensuring a consistent and positive customer journey.

Key Responsibilities

• Monitor and analyze SSI results across the dealer network, identifying trends, performance gaps, and opportunities for improvement.
• Analyze customer feedback and delivery-related complaints to identify root causes and recommend corrective actions.
• Develop and implement action plans to improve customer satisfaction during vehicle delivery, onboarding, and the early ownership experience.
• Monitor dealer performance and ensure accountability for addressing customer complaints and implementing improvement initiatives.
• Develop, maintain, and improve standards, processes, tools, and policies related to the vehicle delivery and customer experience.
• Track and report key performance indicators (KPIs), including SSI scores, delivery complaint rates, and survey response rates.
• Support complex customer experience cases and the implementation of new processes and initiatives across the dealer network.
• Follow up on dealer action plans, ensuring corrective actions are completed within established deadlines.
• Collaborate with Field Operations, dealerships, Customer Care, and Sales to drive continuous improvement in the customer journey.

Requirements

• Bachelor's degree in Business Administration, Engineering, or a related field.
• Advanced English.
• Experience monitoring and analyzing SSI results, and developing and implementing action plans to improve customer satisfaction.
• Experience in customer experience, customer satisfaction, quality, or dealer network management, preferably in the automotive industry.
• Knowledge of vehicle sales and delivery processes, preferably within an automotive dealership environment.
• Strong analytical skills, with the ability to interpret customer satisfaction data and translate insights into actionable improvement plans.
• Experience with KPI monitoring, performance reporting, and process improvement.
• Strong organizational skills and the ability to manage multiple priorities and follow up on action plans.
• Excellent communication and interpersonal skills, with the ability to work effectively with different stakeholders.
• Microsoft Excel skills; experience with data analysis and visualization tools such as Power BI is a plus.

Location and work-mode: