Customer Experience Manager

About the Role

This position is responsible for implementing and overseeing the Customer Experience (CX) strategy within the retail and service network, ensuring every customer interaction embodies the premium brand promise consistently. The main goal is to translate CX strategic objectives into measurable, actionable outcomes and ensure full adoption of new processes, technologies, and interaction protocols throughout the customer journey.

Key Responsibilities

• Lead and execute strategic initiatives focused on both physical and digital CX transformations.
• Design, coordinate, and conduct pilot programs for new CX technologies, SOPs, and process improvements.
• Develop and deliver ongoing training programs tailored to various roles such as sales consultants, service advisors, and managers to ensure prompt adoption and mastery of new processes.
• Manage the CX measurement framework, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT), analyzing data to identify gaps and inconsistencies.
• Establish a structured feedback mechanism with frontline teams to gather practical insights and identify areas for process enhancement.
• Track adoption and effective use of newly implemented digital tools and platforms supporting CX strategies.

Performance Indicators

• Rate of successful implementation for new CX strategies and tools within prescribed timelines.
• Compliance with mandated processes measured through audits and system usage.
• Reduction of customer friction points indicated by lower drop-off rates and quicker resolution times.
• Evaluation of frontline staff proficiency through post-training assessments and system engagement.
• Positive shifts in customer satisfaction and NPS metrics linked to new CX initiatives.

Qualifications and Experience

• Bachelor's or Master's degree from a recognized institution.
• Minimum 5 years of experience in data-driven customer experience strategy roles.

Why Join Us?

As a global leader in middleweight motorcycles with operations in over 80 countries, we pride ourselves on our unique growth path and premium brand transformation. Our culture embraces diversity and welcomes fresh perspectives from various sectors and regions. Join our evolving team and contribute to our legacy, experiencing the thrill of embracing the road with passion.