Job description
Company culture :
M-automotiv relies on a cooperation-driven culture, where trust, teamwork and employee well-being shape everyday work practices. The company promotes a close management approach focused on guidance, empowerment and strong human relationships. This collaborative foundation is supported by a strong competitive mindset, emphasizing performance and results. Innovation and organizational aspects, while more moderate, contribute to agility, structure and operational efficiency.
Job :
Ensure the implementation and adherence to M- Automotiv standards in all customer facilities at the branches.
As part of the customer satisfaction development policy within M- Automotiv, the Customer Experience Officer must implement the necessary actions to satisfy our customers within our showrooms and workshops.
• Analyze data collected from the perspective of customer expectations, satisfaction elements, and dissatisfaction related to lived or tested experiences.
• Analyze Mystery Shopping reports and implement recommendations in coordination with the Quality and Customer Experience Manager.
• Prepare audits: highlight best practices and verify the implementation of marketing and quality processes.
• Develop E-reputation by analyzing customer feedback and reviews made on the Internet, especially from customers on the services provided, their effectiveness, their quality, and provide feedback to the Quality and Customer Experience Manager.
• Define areas for improvement that can meet customer expectations and be fluid, simple, and effective to access regardless of the type of support (physical and digital).
• Analyze the monthly Pick up store performed and address shortcomings at the sites.
• Be proactive: by applying competitor benchmarks while respecting internal standards and procedures.
• Act on the presentation of our vehicles by ensuring an exhaustive, clean, and sober display of our models with a variety of vehicle colors; these choices should be made in coordination with sales managers.
• Ensure the presence of olfactory, sound, visual, and WiFi solutions in our showrooms.
• Coordinate with the marketing department: regarding the Point of Sale materials (PLV) to be implemented and the follow-up of marketing operations.
• Support new Customer Relations Officers (SR): in their integration: access requests, training on applications, and requests for work tools.
• Assist Customer Relations Officers (SR) on a daily basis: supervise their work, respond to their needs, and establish performance reports.
• Prepare presentations or follow-up reports: requested by the Quality and Customer Experience Manager.
Required profile :
Education & Experience
Minimum Bachelor's degree (Bac+4) in marketing, management, commerce, or customer relations.
2 to 5 years of experience in a similar role (customer relations, quality, customer experience, in the automotive industry).