Director, Customer Experience
Volvo
Richmond Hill, ON
Everything we do starts with people.

Our human-centric focus is what makes us different from all other car companies, and it’s at the heart of everything we create. If you want to join us in our mission to make people’s lives less complicated, we offer you a chance to grow together with talented people who want to make a true difference.

Volvo Summary:
Volvo’s mission is to be the world’s most progressive and desired premium car company and to make people’s lives less complicated. Here at Volvo we are looking for individuals that want to be a part of this progressive change as well as be talented, committed and fun spirited when joining our globally diversified workforce. Employees at Volvo Car Inc. are the key component to our current and future success. We still continue to follow the initial core values instilled by our founders Assar Gabrielsson and Gustaf Larson (Gothenburg, Sweden Circa 1927). Everything we do here at Volvo starts with people in mind. We are looking for employees who are analytical, interpersonal, technical and teamwork driven to join the Volvo family and by providing our employees with a foundation for success we can help develop the latest and greatest innovations to the car manufacturing market.

Job Summary :
Director, Customer Experience is charged to lead the transformation and sustainability of the Volvo Car Customer Experience in Canada. The incumbent will own the framework and development of the end-to-end Customer Experience journey, work closely with the Volvo team and Retailer Network to create modern, intuitive and effective system to improve customer satisfaction and loyalty for the Volvo Car business in Canada.

About us

The future belongs to those who are empowered by a great idea and have the ability to carry it out. At Volvo Car Group, our vision is clear: "To be the world's most progressive and desired premium car brand" . We have bold targets when it comes to innovation, sales and customer satisfaction and to make this happen, we need talented people onboard. People with passion, energy, business sense and the drive to innovate. People that want to create the next generation Volvo cars in a global, dynamic and respectful environment. We will support you to reach your full potential. Join us on

this exciting journey into the future.

Primary Responsibilities :
Develop and manage the overall strategy for the Customer Experience framework, covering the entire consumer journey from discovery to purchase to ownership to repurchase.
Oversee integration of online and offline Marketing programs that impact the Customer Experience.
Lead the evaluation and analysis of departmental work processes to identify opportunities to re-engineer workflow to improve Customer Experience.
Develop breakthrough initiatives through the use of insights to create an innovative Customer Experience environment for the Volvo network.
Collaboratively establish and monitor Customer Experience KPI's, based on industry leading measures and delivery of the brand promise.
Collaborate with other departments in creating new retailer programs, tools and resources to better deliver an exceptional customer experience.
Manage the Customer Satisfaction Programs for Volvo and 3rd party research companies
Lead the Volvo Car Canada University Retailer Training Programs (commercial, technical and non-technical)
Act as a subject matter expert in the development of both on-line and offline Customer Experience projects and consult business owners cross-functionally on the creation of a seamless user experience and content strategy. This includes discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement.
Oversee Customer Care team to ensure the highest level of customer experience is offered at both retail and corporate levels.

Synergize with Global and Regional teams for local strategy alignment and processes. Work with contracted agencies/partners, and promote customer-centric decision-making and approach.

Key Competencies/Abilities :
University Degree in Marketing or Management
Strong interpersonal and collaboration skills and proven track record in effectively achieving results in a cross functional or matrix environment.
10+ Years of Customer Experience within a premium brand.
Deep analytical skills and ability to cut through complexities and identify high priority areas for improvements.
Prior digital marketing experience and front-end Customer Experience are strong pluses as is customer service, training and marketing expertise.
Previous Project Management experience required; PMP designation a plus.
Experience and knowledge of automotive retail operations.
Outstanding written, verbal, and presentation skills. Ability to deliver professional and logical presentations in front of key decision-makers.
Strong understanding of business planning processes.
Strong product knowledge is a plus.
Bilingual in French is considered an asset.

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.