Customer Experience Specialist

Roles & responsibilities

In the field of CRM the responsibilities are:

• Management of Churn Prediction & Prevention Program (Brand & Service): 
• Preparation; Ramp-up; Implementation phase and Leading the action plan strategy throughout the Region.
• Lead and track a uniform Customer Journey Process for the Region.
• Management of the reporting and development of the Customer Journey Cockpit (KPIs throughout all PLA areas).  
• C@P Marketing SME, Responsible for customer-facing digital communications in the Region.
• Creation and execution of regional and local campaigns through C@P Marketing (including trainings for the markets).
• Develop hand-in-hand with Marketing, Sales and Aftersales PLA areas the communication strategy (building segmentations, target groups, contents, etc) to customers and known prospects through CRM systems.
• Internal and external reporting and analysis of Marketing Campaign Management.
• Management and administration of CRM system’s users
• Responsible for all new mailing and digital communication systems for the markets.
• Support in development of PCP/CCP materials for the Region
• Lead customer and prospects programs (e.g. Waiting for Delivery, New-Model Launch programs, etc).
• Other duties as assigned

Qualifications

Education

• College degree, in business administration, marketing or related field.

Experience

• Working experience in operations and/or marketing management in the automotive industry.

Skills

• Excellent verbal and written communication skills
• Fluency in English and Spanish languages required
• Ability to effectively manage multiple tasks/projects at the same time
• Creative and analytical thinking skills with the ability to structure information
• Highly organized with strong attention to detail
• Self-motivator who can work independently of supervision
• Ability to set and meet strict deadlines
• Good presentation skills
• Computer proficient (Excel, PowerPoint, Word, Lotus Notes)

Competencies

• Analytical
• Structured
• Communicative
• Flexible/Adaptable
• Customer-Focused
• Self-Motivated

Physical requirements:

• Must be able to lift 15 pounds at times.
• While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
• Must be able to effectively work and complete tasks in an open office/noisy environment.
• This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets. The noise level in the work environment and job site can be loud.

Percentage of required travel: 15%

Schedule/Shift: 40 weekly hours