Customer Experience Manager

1.Buyer Interactive Centre (CIC) administration

• Administration of all Omni channel actions: Outbound & Inbound Calls, WhatsApp for Enterprise, Electronic mail, Social Media.
• Administration of the Buyer Interplay Centre, constantly bettering day after day operations. Make sure the buyer expertise meets model expectations by immediately managing the Buyer Interplay Centre group accountable with managing enquiries throughout Gross sales, Aftersales and On-line neighborhood mgmt.
• Preserve, monitor & analyse centre efficiency KPI’s and regulate targets accordingly. Assess baseline efficiency for % response price, % handed to vendor, % conversion to sale throughout all outbound and inbound campaigns. KPIs: Common Dealing with Time of Leads, Attain Charge, Prequalification Charge, High quality of knowledge captured within the name
• Assist manufacturers with suggestions seize and re-prospecting actions throughout the lifecycle (e.g. misplaced and open leads re-prospecting, and so on.).
• Updates to Advertising Groups: ship measurement and reporting on impression of campaigns, and different associated KPIs.
• Guarantee buyer associated issues acquired by way of Buyer Care group are resolved in a well timed and efficient method.
• Duties and volumes of CIC:
• Lead Administration (4-6k leads/ month) Monitor Net-help Attain Charge, Attain Time, Prequalification, governance of name scripts
• Lead Re-prospecting (2-3k leads/month)
• Lifecycle & Different Actions (500-1k leads/month, varies)
• Buyer Care Complaints (40-60/month) and Welcome Calls
• Social Media Sentiment Tagging

2.Salesforce Leads Reporting and Knowledge

• Carried out and delivered the Digital Leads Portal for Gross sales leads switch to the Seller Community, by way of Salesforce
• Ship and Preserve Dashboards & Insights throughout Gross sales New Models and Used Vehicles Buyer Care subjects
• Guarantee Correct Reporting of Contact Centre Lead Administration actions is mirrored in Salesforce
• Make sure the leads administration course of is precisely mirrored within the leads seize in Salesforce
• Assist Salesforce reporting enhancements (e.g. shopper insights reporting in SF, advertising and marketing actions and so on.)

3.CEM for Gross sales and After Gross sales and Thriller Procuring

CEM – Buyer Expertise Administration

• Handle and ship a seamless program steering the company and in alignment with AG pointers.
• Handle the Buyer Expertise Administration program, throughout gross sales and aftersales, and guarantee assist is supplied to the vendor community for KPI achievement.

LiS – Aftersales Thriller Audits

• Accountable with the Gross sales and Aftersales Thriller Procuring Program, together with steetring of the companies, reporting and guarantee alignment with AG pointers.

4. Assist Manufacturers for Buyer Journey and CRM technique

• Ship insights to Manufacturers buyer suggestions at completely different touchpoints all through the journey.
• Assist manufacturers in mapping of all the buyer journey and establishing a buyer communication technique all through the client lifetime worth (CLTV).
• Assist Manufacturers in defining model’s necessities for a CRM/CLM course of.

5.Others

System Administration: When required, assist the implementation and growth of latest system options and interfaces, aiming for buyer information excellency.

Monetary Administration: Handle and maximise the allotted finances with the CIC provider, proactively searching for efficiencies.

Danger: Determine, handle and mitigate authorized and reputational threat to manufacturers and/or AVME by means of the actions inside CIC.

SKILLS & EXPERIENCE

• Sturdy written, verbal, and interpersonal communication expertise in English and Arabic.
• Distinctive communication, venture and stakeholder administration expertise
• Automotive trade background and expertise.
• Efficiency pushed and of autonomous nature
• Means to know complicated enterprise processes and handle them.
• Distinctive eye for element.
• Sturdy buyer care observe file.
• Sturdy understanding of how model fairness and picture is affected by CRM actions
• Expertise managing CRM & companies / contact facilities to assist CRM exercise
• Understanding of CRM methods (e.g. Salesforce, and so on.)
• Database efficiency evaluation and optimizations for improved CRM exercise