Want to join us on our exciting journey?
Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference.
At Volvo Car Canada Limited, we are committed to create a modern, intuitive and effective system to improve customer satisfaction and loyalty. The Customer Experience team is driven to lead the transformation and sustainability, by developing learning experiences that inspire, empower, and enable employees to evolve, while helping to operationalize the delivery of the optimized customer journey and experience across all key touch-points at the retailer level.
The Customer Experience Manager, Retail Implementation is a key member of this team. The incumbent is responsible for oversight of the Customer Journey touchpoint map, ensuring new programs, training and processes are consistently implemented in the retail network, supporting any necessary change management to adapt to new working methods and behaviours.
Working very closely with the Regional Sales and Customer Service teams, the CX Manager will help identify gaps in Customer Experience practices, then develop and deliver targeted programs to address drive sustainable improvement.
The CX Manager will also be the key interface between any third party CX training or assessment services engaged to deliver programs at the retailer level.
Customer Journey oversight and adaptation as business evolves
Maintenance and development of Evolution Volvo portal (Salesforce powered)
In-retail coaching on Customer Experience journey touchpoints, from Lead Management to Lease return
In-retail implementation support for new training and initiatives that impact Customer Experience
In-retail coaching for Customer Survey analysis and action orientation
Analysis of the CX scorecard, identification of targeted opportunities
Qualifications and Skills:
Advanced writing skills
Advanced presentation skills
Strong relationship management
Effective meeting planning and management
Coaching and training
Data analytics at an intermediate level
Thorough understanding of automotive industry and/or hospitality industry
Prioritization to meet deadlines and create contingency plans and alternative solutions
Ability to adapt to changing business conditions, developing creative solutions to achieve objectives
Excellent computer skills and knowledge of Microsoft Teams, PowerPoint, Word, and Excel
Bilingual in French / English would be an asset
Post-secondary education (college / university) in a relevant subject
5 years in automotive, or sales, education/training background
We are looking for a customer oriented, well-structured and energetic person who can build effective relationships at Retailer Principal/General Manager level and motivate retailer process improvement; while working closely with internal Volvo Car Canada functions and external agencies. Ideal candidate will have a proven track record of identifying process gaps, developing and delivering solutions to effective positive change.
Who are we?
Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.
Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.