Customer Experience Coordinator

Jetour Soueast México; Ciudad de México; On-site; MXN 500,000 - 700,000; Full time

Job summary

A leading automotive company in Mexico City seeks an HR Lead to manage customer experience for the dealer network. This full-time role requires over 4 years in automotive retail, expertise in change management, and a bachelor's degree in a related field. The ideal candidate will implement customer experience strategies and coordinate improvements across the dealership network.

Qualifications

• More than 4 years in automotive dealer department from other OEM’s retail business.
• More than 3 years in change management and/or customer experience projects.
• Achievement Orientation, Planning and Organizing, Leading Self Innovation.

Responsibilities

• Manage the Customer Experience strategy implementation.
• Coordinate the CSI foundations and steer a customer-centric culture.
• Implement and manage the customer journey concept.
• Manage the Sales Process standards proactively.

Skills

Customer Experience management

Change management

Negotiation and Influence

Effective Communication

Education

Bachelor’s degree in industrial engineering, business administration, marketing, or communication

Tools

Advanced Office tools

Job description

Overview

HR Lead | Automotive Industry | Talent Acquisition | Org. Development | Benefits & Perks

About Jetour Soueast México is a Chinese automobile brand launched in 2019 by Chery under its Chery Commercial Vehicles division. It is presented as Chery's affordable brand in the crossover and SUV segment. The Jetour product lineup includes configurations for 5, 6, or 7 seats with options for internal combustion engines, electric vehicles, plug-in hybrids, and potentially hydrogen propulsion systems. The brand name is pronounced "Jietu" and can be translated as "road to victory."

Soueast Motor Corporation, founded in 1995, is a Chinese company based in Fuzhou, Fujian Province. It manufactures vehicles and has expanded its product range to include sedans, SUVs, and electric vehicles.

Purpose

Responsible for managing the Customer Experience of the Dealer Network within the following scope:

• Customer Experience strategy implementation
• Voice of the customer
• Change management
• Customer Care

Responsibilities

• NPS management
• Coordinate the CSI foundations and steer the customer-centric culture (surveys, MYS, CSAT, OSAT, internal awareness, etc.)
• Implement and manage the customer journey concept
• Adjust and implement the PSA culture nationwide with a clear and pragmatic scope
• Co-create a customer experience image and atmosphere standards. Implement it at dealership level and sustain all initiatives and projects in this regard
• Manage the Sales Process standards and create a system that maintains and improves it proactively
• Steer and propose optimization and lean projects among all the VSM

Experience / Education

• Bachelor’s degree in industrial engineering, business administration, marketing, communication, or related fields
• More than 4 years in automotive dealer department from other OEM’s retail business
• More than 3 years in change management and/or customer experience projects
• Achievement Orientation, Planning and Organizing, Negotiation and Influence, Leading Self Innovation and Effective Communication
• Advanced Office tools

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service