Automotive Customer Experience Coach

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.

With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Position Objective:

Monitoring, analysis, and interpretation of market research results in the automotive sector, particularly customer satisfaction surveys related to service and sales, in order to provide operational and consulting support to the Customer Experience department for both service and sales areas.

Knowledge Requirements:

• Understanding of the Customer Journey and Sales Processes.

Main (but not exhaustive) responsibilities:

• Preparation of reports and ad hoc analyses related to Customer Experience (CE).
• Drafting of official communications to the Dealer Network.
• Creation of PowerPoint presentations on CE topics.
• Support to the CE office in the study and design of incentive systems.
• When needed, design, management, and delivery of virtual coaching sessions to explore CE-related topics in sales and service, conducted via webinars for Customer Experience Managers, Sales Managers, and Service Managers.
• When needed, support activities for the Sales and Service Organizational Network in implementing new projects and tools.
• When needed, development and delivery of training modules to internal field staff and the Sales and Service Organizational Network on CE topics.
• When needed, classroom training on behavioral soft skills (Customer Orientation, Customer Relationship Management, Customer Satisfaction).
• When needed, potential analysis and gap analysis for sales and after-sales roles (Customer Manager and Service Manager).
• Data monitoring, report preparation, and feedback on results related to various KPIs defined by Volkswagen.

Skills:

• Advanced knowledge of the automotive industry.
• In-depth understanding of the organizational standards of the Volkswagen Dealer Network, all service processes, contracts between the importer and network companies, the CEM project (Customer Experience Management survey), and car.advisor.
• Strong analytical skills to evaluate KPIs related to qualitative aspects of sales and service processes and translate analyses into action plans aimed at improving areas with deficiencies.
• Knowledge of all DMS (Dealer Management Systems) used by dealers, with the ability to extract reports for coaching purposes. Examples include Cross2, Infinity, Concerto, and related CRM modules.
• Detailed knowledge of all qualitative surveys, especially CEM, IACS, and NCBS. The results of these surveys are processed through specific web portals, which the CE Consultant must be proficient in.
• Excellent command of Microsoft Office and Visual Analytics.
• Ability to query databases and manage data systems, with strong analytical and solution-definition skills.
• Ability to work independently, in groups, and in teams.
• Willingness to share reports and results.
• Presentation and public speaking skills.
• Active listening and feedback delivery capabilities.

Qualifications

Qualifications:

• University degree
• Proficiency in English

Experience:

• At least 2 years of experience in analysis and reporting

Additional Information

• Field-based role, travelling in Italy is needed (usually 3 days field-based and 2 days home office).

• Monday - Friday, 40 hours/week

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients' first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.