Manager, IMG CX

JOB DESCRIPTION

• Always on customer focus: We pride ourselves on always putting the customer at the center of everything we do. The foundation of that is being humble and going and seeing directly with our customers. This includes:
  • Establishing a robust system for collecting and analyzing longitudinal industry benchmarks, real-time customer feedback and mystery shopping data.
  • Regularly engaging directly with customers and dealers to gain firsthand understanding of their experiences and needs.
  • Generating customer centered insights that power improving on experiences and identifying new ones.
• Strategic leadership: Leading strategic development, planning and execution of CX projects from ideation to full-scale implementation. This includes:

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• Employing Human-Centered Design methodologies (e.g. user research, usability testing, journey mapping) to deeply understand our customers' needs and expectations throughout the end-to-end customer journey.
• Developing and implementing the right experiences/products to address those expectations.
• Building robust businesses cases to demonstrate the long-term viability and ROI of CX initiatives, securing buy-in from stakeholders.
• Collaborating effectively with cross-functional teams and market CX teams to align on CX initiatives and ensure seamless integration across the organisation.
• Employing a PDCA (Plan-Do-Check-Act) Cycle: Defining success metrics, tracking progress, and optimizing strategies to deliver value iteratively and efficiently to customers.

• Bachelor's degree.
• Equivalent 5+ years' experience in customer experience management, with a proven track record of successfully developing and implementing customer-centric strategies.
• Automotive industry preferred.
• Demonstrated experience utilizing Human-Centered Design and Design Thinking methodologies.
• A "digital native" mindset and a passion for leveraging technology to enhance customer experience