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- 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 plan, 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: Dynamic role with opportunities for personal growth and impactful contributions.
The predicted salary is between 36000 - 60000 £ per year.
Uxbridge – Office Based
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 resource 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 de-carbonization of the economy.
Customer Experience Manager in London employer: BYD Europe
Contact Detail:
BYD Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in London
✨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. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! Be clear about your experience and how it relates to the role of Customer Experience Manager. Highlight your achievements and how you can help enhance their customer journey.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Experience Manager role. Highlight your relevant experience and skills that match the job description, especially your management level experience in customer care.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've improved customer journeys in the past and how you can bring that expertise to our team.
Showcase Your Analytical Skills: Since the role involves improving KPIs like NPS and Sales Standards Audits, make sure to mention any analytical tools or methods you've used in previous roles to drive performance and enhance customer experience.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at BYD Europe
✨Know the Customer Journey Inside Out
Make sure you understand the entire customer journey from first contact to repurchase. Familiarise yourself with how the company’s brands, BYD and DENZA, position themselves in the market and what their unique selling points are. This will help you demonstrate your ability to design an industry-leading customer experience.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll be leading teams and managing processes. Prepare examples of how you've successfully led teams in the past, particularly in improving customer experience or managing community operations. Highlight your hands-on approach and decision-making skills.
✨Be Data-Driven
Since the role involves improving KPIs like NPS and sales standards audits, come prepared to discuss how you've used data to drive performance improvements in previous roles. Be ready to share specific metrics and outcomes that showcase your analytical skills.
✨Engage with Stakeholders
The ability to communicate effectively with internal and external stakeholders is crucial. Think of examples where you've successfully managed stakeholder relationships, especially in challenging situations. This will show your interpersonal skills and your capability to work collaboratively across departments.
