Customer Experience Specialist

About the Role

Chery South Africa is looking for a Customer Experience Specialist to join their head office in Queensland, Australia. The role focuses primarily on leading the customer operations department and developing customer loyalty programs aimed at creating lifelong value. Creativity and proactive idea generation for new initiatives are key traits sought in the ideal candidate.

Key Responsibilities

• Design and manage a customer loyalty program tailored for the Chery brand to enhance long-term customer value.
• Analyze program performance regularly, recommending promotional activities and strategies that boost customer engagement and support goals such as ROI and membership growth.
• Plan and implement various customer events, collaborating on project execution to reinforce brand presence.
• Coordinate both digital and physical customer activities effectively.
• Develop and maintain a scoring system to empower customers to recommend potential buyers, incentivizing referrals.
• Oversee daily operational tasks related to the successful expansion and impact of loyalty programs and event activities.
• Create instructional manuals for dealers to support consistent implementation of customer initiatives.
• Recruit new customers and brand ambassadors, enhancing Chery's market reach.
• Record and monitor all customer engagements, including inquiries and complaints, coordinating with the customer care department to ensure prompt resolutions.
• Generate periodic reports analyzing sales data to understand customer profiles and demands.
• Support dealers with guides for customer operations and activity execution.
• Develop long-term strategies for customer operations in alignment with brand and aftersales teams, contributing marketing insights based on customer behavior analysis.

Required Qualifications and Skills

• Bachelor’s degree qualification.
• Two to five years of experience in marketing or brand coordination roles.
• Strong written and oral communication skills.
• Ability to juggle multiple priorities efficiently.
• Presentation capabilities and proficiency in Microsoft Office applications.
• Capable of performing well under tight deadlines.
• Experience as a moderator and confidence in public speaking is advantageous.

Additional Information

This is a permanent full-time position based at the head office. The role involves close coordination with various departments and dealer networks. Candidates are encouraged to submit their resumes referencing "CUSTEXP."

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