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For Companies At a Glance
- Tasks: Design and deliver an exceptional Customer Journey from first contact to repurchase.
- Company: Join a forward-thinking brand focused on Zero Emissions transportation.
- Benefits: Competitive salary, pension scheme, 25 days holiday, and team-building events.
- Why this job: Lead the charge in transforming customer experiences and drive sustainable change.
- Qualifications: 10+ years in Customer Experience management with strong communication skills.
- Other info: Be part of a dynamic team dedicated to decarbonising the economy.
The predicted salary is between 42000 - 60000 £ per year.
Uxbridge – Office Based
About the role: In order to meet our sales aspirations in the UK, it is vital that we create Customer Experience that exceeds the expectations of our customers and delivers on the brand promises of both BYD and DENZA. Reporting to the UK Head of Customer Experience, this role will be responsible for designing and delivering an industry leading Customer Journey from first contact with the brand through to repurchase.
Main Tasks and Responsibilities:
- Work with the Marketing and Product teams to ensure that our online journey allows customers to complete the research phase and transition smoothly to a sales enquiry.
- Develop processes and resources to manage customer contact with the brands in the early stages of their purchase journey, and effective nurture where appropriate, to maximise sales enquiry leads.
- Ensure Lead Generation processes are effective and work with our Retail and Fleet sales teams to ensure effective Lead Management processes are in place.
- Manage the Community Operations Team to develop and maintain an industry leading community experience, enhancing the ownership experience, increasing referral sales and ensuring renewal sales.
- Use Community to conduct customer research and provide feedback to guide future product development and improvement.
- Take responsibility for improving Customer Experience and Quality KPIs, including NPS, Mystery Shop and Sales Standards Audits.
- Work with the Sales Field Team and Sales Training team to ensure that results and analysis are used to create actions to drive performance.
- Work with both European and UK Customer Care team to ensure that customer issues are dealt with efficiently and in line with the Brand promise.
- Analyse the issues and feedback received from customers to ensure that R&D, Product, Aftersales and Sales Teams have actions in place to resolve at the root cause.
Ideal Candidate profile:
- Minimum 10 years' management level experience working in Customer Experience or Customer Care roles.
- Excellent interpersonal, communication, and customer service skills.
- Ability to deal with Internal and External Stakeholders at all levels.
- Hands‑on experience with ERP and CRM systems and the effective management of customer data respecting GDPR legislation.
- Proficiency with MS Office Suite, particularly MS Excel.
- Analytical and multitasking skills.
- Ability to work well as part of a team but also be able to make decisions and complete tasks independently.
Benefits:
- Performance and experience‑based competitive remuneration.
- Scottish Widow workplace pension.
- 25 days paid holidays + public holidays.
- Department & company wide teambuilding events.
- An exciting opportunity to lead the European transition to Zero Emissions transportation and decarbonization of the economy.
Customer Experience Manager in Hounslow employer: BYD Europe
Contact Detail:
BYD Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in Hounslow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and be ready to share how your skills align with their goals. We want to see your passion for enhancing customer journeys!
✨Tip Number 3
Showcase your achievements! When discussing your experience, highlight specific examples of how you've improved customer satisfaction or streamlined processes. Numbers speak volumes, so if you’ve got metrics, flaunt them!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Customer Experience Manager in Hounslow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer care and management, and show us how you can exceed customer expectations.
Showcase Your Skills: We want to see your excellent interpersonal and communication skills shine through. Use specific examples from your past roles to demonstrate how you've successfully managed customer journeys and improved customer satisfaction.
Be Data-Driven: Since this role involves analysing customer feedback and KPIs, make sure to mention any hands-on experience you have with data analysis tools or CRM systems. Show us how you've used data to drive decisions and improve customer experiences.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to lead in customer experience.
How to prepare for a job interview at BYD Europe
✨Know Your Customer Journey
Familiarise yourself with the entire customer journey from first contact to repurchase. Be ready to discuss how you would enhance each stage, especially in terms of creating a seamless transition from research to sales enquiry.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data to improve customer experience in previous roles. Highlight your experience with KPIs like NPS and how you've driven performance through analysis.
✨Communicate Effectively
Since this role involves dealing with various stakeholders, practice articulating your thoughts clearly. Use examples that demonstrate your excellent interpersonal skills and ability to manage relationships at all levels.
✨Be Ready for Scenario Questions
Expect questions about handling customer issues or improving processes. Think of specific situations where you successfully resolved a problem or implemented a new strategy, and be prepared to share those stories.
