Customer Experience Coordinator
- Mississauga, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- 4+ years of progressive automotive experience.
- Posting language
- English
- Posted
Original job description
Kia Canada
General Summary
The Customer Experience Coordinator will be responsible for developing and implementing activities that initiate and strengthen the relationship between the Customer, KCA and its dealers. The incumbent will assist in creating a Customer Experience that meets Customers’ expectations for the purpose of increasing customer acquisition and retention. The incumbent will ensure all KCA department activities are on schedule and align with the overall CX strategy.
Please note that this is a 20-month contract.
Essential Duties And Responsibilities
General Summary
The Customer Experience Coordinator will be responsible for developing and implementing activities that initiate and strengthen the relationship between the Customer, KCA and its dealers. The incumbent will assist in creating a Customer Experience that meets Customers’ expectations for the purpose of increasing customer acquisition and retention. The incumbent will ensure all KCA department activities are on schedule and align with the overall CX strategy.
Please note that this is a 20-month contract.
Essential Duties And Responsibilities
- Maintain, track and implement appropriate on-going programs and process improvements on all current CSI initiatives.
- Track results of CSI initiatives, where possible, to identify successes and opportunities for enhancement.
- Conduct, analyze and interpret data from various research tools such as KCA Internal surveys, JD Power, dealer data and other external sources.
- Collaborate with various teams within KCA/CX to compile and prepare multiple month-end reports for sharing with the executive team
- Acquire and continuously update KCA corporate knowledge about customer needs, motivations, and behaviours over the lifetime of their relationship with Kia.
- Development and implementation of special projects to increase dealer performance (CSI, profitability, retention, etc.).
- Work with internal, Head Office/Regional, and external stakeholders such as dealers/vendors.
- 4+ years of progressive automotive experience.
- Advanced understanding of the Customer Experience.
- Advanced Microsoft Office skills with in-depth knowledge of PowerPoint and expert level skills in Excel (lookups, pivot tables, formulas)
- Proven strength in analyzing customer data for impact opportunities and affect change.
- Experience analyzing large amounts of data, utilizing data mining and analytical tools to make observations and distill down to the core message.
- Experience and / or understanding of dealership customer touchpoints.
- Ability to design and develop dealer/region action plans
- Experience working with multiple vendors and managing their invoices/POs
- Ability to work independently, influence others, and initiate programs.
- Tenacity to overcome obstacles.
- Ability to manage multiple urgent projects.
- Superior verbal and written communication skills.
- Bilingualism an asset (written and verbal).
- University or College degree in a related field or equivalent work experience.
- Organized and experienced in project management.
- Resourceful with excellent problem-solving skills. Able to do root cause analysis and create action plans.
- We operate as a lean and agile team, recognizing the value of each individual's contributions.
- Experience the excitement of a fast-paced and growing organization.
- Gain exposure and a deeper understanding of your function and the business.
- Benefit from employee development and educational offerings.
- Join a workplace that fosters a sense of belonging and family.
- Be a part of the team behind AJAC's Best Car of the Year award.
- Subsidized on-site company catered lunches and a hot beverage program.
- Employer-paid company health benefits, spending allowance, and RRSP matching program.
- Flexible work schedules and summer hours.
- Vehicle programs.
- Employee development programs and tuition reimbursement.
- SMART Casual Dress code.
- Employee lease and car purchase discounts; Friends of Kia discounts.
- On-site gym, ping-pong, basketball, and badminton court.
- Other company-provided perks.
More about this job
Responsibilities
Develop and implement customer experience programs and process improvements, track customer satisfaction initiative results, and analyze customer research and dealership data. Coordinate with internal teams, dealers, vendors, and other stakeholders to prepare executive reports and deliver projects that improve dealer performance, customer acquisition, and retention.
Requirements
Requires at least four years of progressive automotive experience, advanced customer experience knowledge, and strong analytical skills, including expert-level Excel and advanced PowerPoint. Candidates should have project management, dealership touchpoint, vendor coordination, communication, and problem-solving experience; a related university or college degree or equivalent work experience is required.
Skills
- Customer Experience Strategy
- Customer Satisfaction Initiatives
- Data Analysis
- Data Mining
- Microsoft Excel
- Microsoft PowerPoint
- Reporting
- Project Management
- Stakeholder Collaboration
- Vendor Management
- Action Plan Development
- Root Cause Analysis
- Problem-Solving
- Written and Verbal Communication
- Automotive Industry Experience
Benefits
- Subsidized On-Site Catered Lunches
- Hot Beverage Program
- Employer-Paid Health Benefits
- Spending Allowance
- RRSP Matching Program
- Flexible Work Schedules
- Summer Hours
- Vehicle Programs
- Employee Development Programs
- Tuition Reimbursement
- Employee Lease and Car Purchase Discounts
- Friends of Kia Discounts
- On-Site Gym
- Ping-Pong
- Basketball
- Badminton Court
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Data & Analytics
- Management & Leadership
- Marketing
- Administrative
Keywords
- Customer Experience
- Customer Satisfaction Index
- CSI Initiatives
- Customer Acquisition
- Customer Retention
- Automotive
- Dealerships
- Customer Research
- Internal Surveys
- J.D. Power
- Dealer Data
- Data Analysis
- Data Mining
- Microsoft Office
- Microsoft Excel
- Pivot Tables
- Lookups
- Formulas
- Microsoft PowerPoint
- Month-End Reporting
- Dealer Performance
- Action Plans
- Project Management
- Vendor Management
- Invoices
- Purchase Orders
- Root Cause Analysis
- Stakeholder Collaboration
- Process Improvement
- Customer Touchpoints