Purpose of role - To identify, improve and own the Customer Experience for CDK customers, in order to foster overall customer satifaction and relationships.

The role is a senior position and focuses on leading the Customer Experience model to ensure our customers receive a professional service and have the opportunity to offer feedback on the operational performance of the business. There is a need for travel and significant time will be spent on customer visits.

Key responsibilities & Responsibilities

• He/ She essentially represents a bridge between a customer and CDK brand they work for and create the customer journey map.
• Meet with the business's largest customers at least quarterly.
• To be part of the management team offering comprehensive input and support across departments to ensure business targets are met across the business.
• Proactively visitng customers to promote CDK and listen to their views/ issues and report back on actions and recommendations.
• Engaging with customers and OEM's in meetings and service reviews.
• To lead and contribute to Service Improvement initiatives (both internally and externally).
• Monitoring the quality of customer and manufacturer contacts and enquiries where the sales team are not already involved, and dealing with escalations when necessary.
• Effectively communicating progress and resolution of issues and enquiries to customers.
• Reporting to the Management Team on regularly basis the status and the priorities in term to proactively implement action plans.
• Working with other Line Managers on identification of resource requirements or new working practices that may improve services to customers.
• Management of the customer complaints and make changes as a result of the complaints.
• Working with the Mangement Team to ensure that all stuff undertake the necessary training to enable them to develop at the pace and level that their individual abiities allow and that the job role demands.
• Customer best practice sharing and implementation of customer awards.
• Improve the NPS (Net Promoter Score).
• Show the latest tools to support the customer in their use of our applications and learning around them.
• Working closely with Sales and tasked with promoting better usage at a high level, of product and consultancy utilization both pre and post sale.

Skills/ Knowledge & Experience

• A track record of cusotmer relationship management, complaints handling and proven ability to influence and overcome objections.
• Commercially aware with a strong focus on the customer and a commitment to deliver to SLA.
• Knowledge of the Automotive industry but not mandatory.
• Must be able to demonstrate year on year operational improvements to performance using KPI meausrement in tandem with personal and department goals and bonus objectives.
• Has the ability to manage any associate team member issue; using empathy, sensitivity, common sense and integrity.
• Must be able to effectively organise workload.
• Must demonstrate outstanding verbal and written communications skills.
• A team player who is influential and builds good working relationships across all functions.
• Flexibility, integrity and problem-solving skills are a pre-requisite to be successful in this role.
• Managing all specturms of performance, both from an individual and team perspective.

Qualifications required

Essential:

1. Technical/ Commercial/ Professional qualification

• At least 5 years working experience in customer relationship management, in Company strongly customer oriented.
• Project management and business plan expertise.

2. Educational qualifications

• Master degree in Economics or other related field.

3. Skills

• Strong influencing skills; strong verbal and written communication skills along with prioritization of duties.
• Collaborative problem solving ability and self-motivated.