Volvo Car Russia offers a position Head of Customer Experience department.
What’s in it for you:
The purpose of this position is to establish a Customer Experience (CX) function which accelerates and puts focus on the transformation of building direct consumer relations and clarifies accountability for delivering on seamless omnichannel experiences that drive consumers to spend more money and become stay longer with the brand. You will report directly to Managing Director for Volvo Car Russia.
What you’ll do:
As Head of Customer Experience, you will be managing and coaching the CX team to successfully contribute to bringing out the best in each individual. You play an important part in building a personal, respectful and effortless consumer experience, giving a reason for willingness to pay and for continuing to stay with us. This will aim to take us to be Best in Class (BIC) CX 2025 roadmap implementation. You will also secure implementation of CX tools (Test Drive+, Salesforce Lead Management) and monitoring results and adjusting based on data.
Your responsibilities include:
- Prepare a customer experience strategy for Volvo Cars Russia (VCR), including what metrics to use to measure CX performance
- Visualize the sales and ownership journeys; identify current weaknesses based on data insights & analysis; prepare activities to improve performance
- Define the key processes; competencies; platforms (retails; digital) needed to make Volvo a market leader for CX
- Work cross-functionally within VCR team, to strengthen the focus on customers/customer experience; and stronger application of customer insights in internal planning & decision processes
- Oversee the restructuring of an organization into a customer-focused establishment, hiring, orienting, and training of an organization’s customer experience team
- Conduct surveys to gather information on customer opinion of rendered services
- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick responses to inquiries. Liaise with the commercial and development departments to ensure delivery of high-quality products and services based on consumer requests
- Monitor the activities of the customer sales & service team to ensure compliance with acceptable standards
- Prepare and manage annual budgets in achieving set objectives and goals
- Conduct studies and research to discover new techniques necessary for improving customer experience
- Organize training programs for customer experience representatives
- Attend seminars, workshops, and conferences to improve on existing job knowledge
Do you fit the profile:
Company is looking for you with several years of experience in a leadership position such as Head of Department, Deputy Head level, or similar. You enjoy being part of a transformation and are passionate about customer experience. It is a large benefit if you also have experience from working within different industries, where automotive can be one of them.
You also have:
- Experience in CX Analytics & Data management
- Consumer relations & Engagement
- Brand spaces (pop-up store) & consumer facing roles
- Understand owned & earned media (.com, social media, PR)
- Managing 3rd party (suppliers) performance
- Fluent communication skills in Russian and English
- Russian citizenship
- Master’s degree
- Working experience in the automotive industry is a plus
Who are you:
You are a skilled communicator who can engage with several different stakeholders in a positive and dynamic way, building outstanding relationships. You have a clear understanding of other groups’ business priorities. You have great analytical ability and can find new solutions to complex issues. You are curious, open-minded and with a proactive attitude, you are able to take ownership and develop your area of responsibility.
You move beyond traditional ways of doing things and push past the status quo. You continually assess the market potential of an innovative idea or solution, find and champion the best creative ideas.
Terms of employment:
- Unlimited term labour contract
- Competitive salary
- Medical insurance after 3 months (probation period)
- Lunch allowance
- Fitness compensation
- Corporate pension scheme
- Benefit car
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