Head of Customer Experience
3 days ago
Job Description and Responsibilities:
As the Head of Customer Experience and Retail Standards, you will lead the development of a customer-centric strategy that enhances overall customer satisfaction and reinforces our brand's reputation for excellence in the automotive industry. Key responsibilities include:
Strategy Development:
Develop and implement innovative strategies to elevate customer experience and retail standards, ensuring alignment with brand values.
Team Leadership:
Lead and motivate the Customer Experience Centre, fostering a culture of excellence and accountability.
Enhance Customer Journey:
Continuously refine the customer journey to ensure exceptional service at every stage.
Complaint Management:
Oversee the resolution of customer complaints, implementing measures to enhance satisfaction and loyalty.
Data Analysis:
Use customer feedback and market data to identify trends, assess performance, and develop improvement strategies.
Training and Development:
Provide ongoing staff training to maintain high service standards.
Cross-functional Collaboration:
Work closely with Sales, Aftersales, and Marketing teams to align objectives and ensure a cohesive brand experience.
Retail Standards Maintenance:
Establish and maintain retail standards that reflect the quality and sophistication of the brand in all customer interactions and within the showroom.
Showroom Excellence:
Create a compelling retail environment that attracts and retains customers.
Requirements:
Bachelor’s degree in Business, Communications, or a related field.
At least 5 years of experience in Customer Experience or Service Management, preferably within the automotive industry.
Proven track record in team leadership and driving performance improvements.
Strong strategic thinking and analytical skills, with experience in data analysis and trend identification.
Exceptional communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
Deep understanding of customer behavior, service excellence, and retail standards.
Proficiency in customer relationship management systems and MS Office Suite.
Interested candidates please apply online or send your latest CV
We regret to inform that only shortlisted candidates will be notified.Please note that your response to this advertisement will constitute informed consent to the collection, use, and/or disclosure of personal data by AlwaysHired, its affiliates and, where necessary, to relevant third parties, for purposes such as job application processing, career advisory, research, and other administrative purposes, in compliance with the relevant provisions of the Privacy Policy available at
Tan Kian Boon (AJ)
Registration Number: R24123934
AlwaysHired Pte Ltd
EA Licence No: 24C2293
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