Senior Specialist/Manager Customer Experience
2 weeks ago
Support strategy implementation of key initiatives to enhance the end-to-end digital and physical customer journey, from brand discovery to post-purchase, ensuring it reflects Porsche's commitment to excellence, maximizing customer excitement at each individual touchpoint.
- Manage and drive regional market performance of Customer Experience KPIs to ensure continuous improvement and focus.
- Support and accelerate regional markets adoption of transformation initiatives, including customer journey onboarding, service standards training, and best practices.
- Develop omni-channel programs to retain/upgrade existing customers and attract new strategic customer groups.
- Review customer insights and develop analysis to identify new opportunities for organisation-wide improvement.
- Coordinate effective and efficient customer service standards, processes and communications, across regional markets to ensure customer concerns are addressed and resolved in a timely and appropriately manner.
- Develop and drive customer experience related special projects and other cross-functional projects, as required.
- Bachelor's or Master's degree in business administration, management studies or other relevant degree
- Ideally 5+ years relevant working experience in luxury automotive, premium hospitality or related business area
- Very well-established project management and data analytical skills, and aptitude for technology and systems
- Highly motivated team player with excellent communication and interpersonal skills
- Fluency in written and spoken English as minimum; additional regional language skills advantageous
- Willingness to work in a multicultural environment with occasional business travel within the Asia Pacific region and Europe
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