Network Development Specialist （Customer Experience）

BYD Europe; Courbevoie, Lille; Sur place; EUR 45 000 - 80 000; Plein temps

Résumé du poste

An established industry player is seeking a passionate Customer Experience Manager to enhance customer satisfaction and drive digital transformation. This role involves developing customer-centric strategies, optimizing service processes, and collaborating with cross-functional teams to ensure a seamless experience for customers. With a focus on innovation, the company is committed to building a zero-emission future and is expanding its operations in France. Join a dynamic team where your insights and expertise will directly influence the customer journey and contribute to a greener tomorrow.

Qualifications

• 5+ years in customer experience management, preferably in the automotive industry.
• Strong ability to analyze customer feedback and translate insights into improvements.

Responsabilités

• Develop and implement customer-centric strategies for a seamless experience.
• Analyze customer feedback to identify areas for improvement and implement actions.

Connaissances

Customer Experience Management

Market Research

Data Analysis

Interpersonal Skills

Digital Customer Engagement

Formation

Bachelor’s degree in Business

Master’s degree in Marketing

Outils

CRM tools

Data Analytics Software

Description du poste

About BYD

Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

BYD Europe BV located in Schiedam, Netherlands is the marketing and sales HQ of BYD Co., Ltd based in Shenzhen, China. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.

About BYD France

BYD France is the French National Sales Company of BYD BV Europe and BYD Company Ltd, a China-based company and a leading global supplier of green energy technologies. BYD France offers a range of electric vehicles, including all-electric cars, buses & forklifts. BYD is expanding its operations in France to support a growing portfolio of New Electric Vehicle Passenger car and LCVs projects.

Key Responsibilities:

Customer Experience Strategy Definition:
Develop and implement customer-centric strategies to ensure a seamless experience throughout the entire customer journey.
Collaborate with cross-functional teams to optimize key customer touchpoints (e.g., test drives, purchase, delivery, service).

Customer Satisfaction Management:
Design and enhance tools for monitoring customer satisfaction (e.g., NPS, CSAT).
Analyze customer feedback to identify areas for improvement and implement corrective actions.

Service Process Optimization:
Assess existing service processes, identify pain points, and propose solutions for improvement.
Ensure that dealerships or service centers adhere to brand quality standards.

Customer Communication & Interaction:
Define customer communication strategies across online and offline channels.
Handle customer complaints and special cases by coordinating internal resources for swift resolution.

Digitalization of Customer Experience:
Drive digital transformation by developing applications or optimizing online platforms for customers.
Ensure the collection and analysis of customer data comply with privacy regulations.

Cross-Functional Collaboration:
Work closely with marketing, sales, after-sales, and IT teams to design and implement projects aimed at enhancing customer experience.
Train internal staff to raise awareness of the importance of customer experience.

Qualifications & Requirements:

Bachelor’s or Master’s degree in Business, Marketing, Customer Experience, or a related field.

5+ years in customer experience management, market research, or a related role, preferably in the automotive industry.

Strong ability to analyze customer feedback (NPS, CSAT) and translate insights into actionable improvements.

Excellent interpersonal skills to work cross-functionally with internal teams and external partners.

Experience with CRM tools, data analytics, and digital customer engagement strategies.

Ability to identify service inefficiencies and propose customer-centric solutions.