Customer Experience Coordinator

Kia Canada; Mississauga; On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Subsidized lunches on-site

Health benefits and RRSP matching

Flexible schedules

Employee development programs

On-site gym and recreation

Job summary

Kia Canada is seeking a Customer Experience Coordinator to develop and implement activities that strengthen the relationship between customers, Kia Canada and its dealers. The incumbent will assist in creating a Customer Experience that meets customers’ expectations for increasing acquisition and retention.

This is a 20-month contract based in Mississauga. The role will analyze CSI data, collaborate with multiple teams, prepare multi-month reports for executives, and drive dealer-focused

Qualifications

• 4+ years of progressive automotive experience.
• Advanced understanding of the Customer Experience.
• University or College degree in a related field or equivalent work experience.
• Organized and experienced in project management.

Responsibilities

• Maintain, track and implement ongoing CSI programs and process improvements.
• Track results of CSI initiatives to identify successes and opportunities for enhancement.
• Analyze data from Kia Canada surveys, JD Power, dealer data and external sources.
• Collaborate across KCA/CX to prepare month-end reports for executive leadership.
• Acquire and update knowledge about customer needs, motivations, and behaviors over the customer lifecycle.
• Develop and implement special projects to increase dealer performance (CSI, profitability, retention).
• Work with internal teams, Head Office/Regional, and dealers/vendors.

Skills

Excel

PowerPoint

Data analysis

MS Office

Project management

Communication

Vendor management

Bilingual (asset)

Education

University or College degree in related field

Tools

Excel

PowerPoint

Job description

General Summary

Kia Canada. The Customer Experience Coordinator will be responsible for developing and implementing activities that initiate and strengthen the relationship between the Customer, KCA and its dealers. The incumbent will assist in creating a Customer Experience that meets Customers’ expectations for the purpose of increasing customer acquisition and retention. The incumbent will ensure all KCA department activities are on schedule and align with the overall CX strategy. Please note that this is a 20-month contract.

Essential Duties And Responsibilities

• Maintain, track and implement appropriate on-going programs and process improvements on all current CSI initiatives.
  • Track results of CSI initiatives, where possible, to identify successes and opportunities for enhancement.
  • Conduct, analyze and interpret data from various research tools such as KCA Internal surveys, JD Power, dealer data and other external sources.
  • Collaborate with various teams within KCA/CX to compile and prepare multiple month-end reports for sharing with the executive team
  • Acquire and continuously update KCA corporate knowledge about customer needs, motivations, and behaviours over the lifetime of their relationship with Kia.
  • Development and implementation of special projects to increase dealer performance (CSI, profitability, retention, etc.).
  • Work with internal, Head Office/Regional, and external stakeholders such as dealers/vendors.

Skills/Knowledge/Experience/Education Requirement

• 4+ years of progressive automotive experience.
  • Advanced understanding of the Customer Experience.
  • Advanced Microsoft Office skills with in-depth knowledge of PowerPoint and expert level skills in Excel (lookups, pivot tables, formulas)
  • Proven strength in analyzing customer data for impact opportunities and affect change.
  • Experience analyzing large amounts of data, utilizing data mining and analytical tools to make observations and distill down to the core message.
  • Experience and / or understanding of dealership customer touchpoints.
  • Ability to design and develop dealer/region action plans
  • Experience working with multiple vendors and managing their invoices/POs
  • Ability to work independently, influence others, and initiate programs.
  • Tenacity to overcome obstacles.
  • Ability to manage multiple urgent projects.
  • Superior verbal and written communication skills.
  • Bilingualism an asset (written and verbal).
  • University or College degree in a related field or equivalent work experience.
  • Organized and experienced in project management.
  • Resourceful with excellent problem-solving skills. Able to do root cause analysis and create action plans.

Why Kia?

• We operate as a lean and agile team, recognizing the value of each individual's contributions.
• Experience the excitement of a fast-paced and growing organization.
• Gain exposure and a deeper understanding of your function and the business.
• Benefit from employee development and educational offerings.
• Join a workplace that fosters a sense of belonging and family.
• Be a part of the team behind AJAC's Best Car of the Year award.

Perks And Benefits

• Subsidized on-site company catered lunches and a hot beverage program.
• Employer-paid company health benefits, spending allowance, and RRSP matching program.
• Flexible work schedules and summer hours.
• Vehicle programs.
• Employee development programs and tuition reimbursement.
• SMART Casual Dress code.
• Employee lease and car purchase discounts; Friends of Kia discounts.
• On-site gym, ping-pong, basketball, and badminton court.
• Other company-provided perks.