Customer Experience Manager
Similar Job Titles: Client Relations Manager, Account Manager, Customer Loyalty Specialist
Customer Experience Managers (CEMs) bridges the gap between customers (dealerships and Business Centers) and the brand they work for (Carzato). Their jobs ensure that each touchpoint across the customer journey is engaging, efficient, and effective. A successful CEM is a tech-savvy problem solver who increases customer satisfaction rates, increases customer loyalty, while maintaining & increasing engagement in the product.
What does a Customer Experience Manager do, typically?
Design & Improve the Digital Automobile Experience
CEMs believe that every touchpoint with customers is a chance to make their digital automotive experience remarkable. Designing and improving the digital automotive experience begins with (1) understanding the digital automobile experience (2) industry culture and (3) identifying customer (dealership & consumer) needs. CEMs set a clear vision so that the entire digital automotive experience is transparent for the customer and they know what to expect. CEMs are today’s tech-savvy problem solvers who are able to answer customer needs while delivering an exceptional digital automotive experience.
Increase Customer Satisfaction, Loyalty, and Advocacy
The goal of CEMs is to augment the customer experience and cultivate customer loyalty. CEMs build strong relationships with customers that are fostered by gathering their feedback in real time. This feedback is incorporated into the sales process to improve the overall automotive experience and increase customer satisfaction. In turn, customers will not only remain loyal to the organization, but will further engage and utilize our digital retailing tool to the best of it’s ability to further their dealer, leads & customer car buying experience.
Important Metrics for a Customer Experience Manager
· Net Promoter Score (NPS)
· Customer Satisfaction (CSAT)
· Customer Effort Score (CES)
· Customer Engagement
· Customer Retention
Roles and functions of the Customer Experience Manager
CEMs are tech-savvy problem solvers with the aim to deliver an exceptional digital automotive experience, specifically in completing enrollments with dealerships. Examples are: connecting with dealers’ website provider, submitting integration request or sending instructions on how to do that, discovering who at the dealership needs to be contacted and included in the onboarding call and getting that scheduled.
· Manages and oversees dealership enrollments with a timely and efficient response time
· Can maintain organization effectively on Carzato’s CRM through process so absolutely no dealers get overlooked and no steps in the process fall short
· Updates new enrollments to internal Carzato CRM
· Able to comfortably, confidently and frequently speak over the phone with dealerships, answer questions, troubleshoot and explain functions of Carzato’s software in knowledgeable detail. Provide a high level of service and assistance to your dealership customers.
· Able to comfortably be on a video demo / walkthrough / kickoff call and maintain a professional, composed demeanor while remaining comfortable and confident
· Exceptional customer service skills and tech-savvy
· Previous experience in the automotive industry & customer service roles
- BONUS: Looking for a candidate who knows Zoho CRM proficiently
- BONUS: Spanish and French Canadian for Canadian and Latin American Markets
Job Types: Full-time
Job Types: Full-time, Contract
Pay: $55,000.00 - $60,000.00 per year
Schedule:
Application Question(s):
- Who is the smartest person you personally know? Why?
Education:
Experience:
- Automotive Industry: 4 years (Preferred)
- Customer service: 4 years (Preferred)
- CRM software: 3 years (Preferred)
Work Location: Remote
