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INEOS Automotive
,
London, Greater London
Customer Experience Manager
Overview
Job Description
INEOS Automotive - Grenadier - Built On Purpose It's a big task to launch a best-in-class 4x4 for those who depend on a vehicle as a working tool, and it's our responsibility to do the best job possible. We're building the Grenadier from the ground up, component by component. No corners cut and no easy options. To make this vision a reality, we've assembled a team of world-class experts who are willing to roll up their sleeves and get stuck in. We need more doers that think big. More thinkers that dive in and do. More people that make things happen. We're a diverse workforce of tenacious, straight-talking experts with engineering at our core. We're growing our world-class team and looking for spirited innovators and disruptors - those who thrive on a gritty challenge and will work through adversity in the pursuit of success. We're doing things differently. If this sounds like you, let's talk. OVERVIEW: * Working closely alongside the Network Development Manager and wider Commercial teams, the role is required to contribute to the definition of the Grenadier Customer Life cycle management strategy, create a detailed plan and continuously improve the Customer experience. RESPONSIBILITIES: * Define the Grenadier Customer Life cycle management strategy & continuously improve the Customer experience for all markets across the Globe. * Run customer clinics and/or qualitative market research to understand behaviour, trends and based on findings, build customer intelligence and provide customer insight and impact analysis. * Define Customer journey - sales/service and ownership in collaboration with internal and external stakeholders. * Support Grenadier Call Centre activation, operational set up and maintenance. * Full responsibility for our CRM system - Planning, delivering and enhancing CRM strategies across the company - encouraging advocacy, customer retention and customer loyalty as well as overseeing direct communications with customers through the CRM. * Create the customer satisfaction programme and feedback loop, KPIs and assessment metrics. * Create a thorough and robust set of standards and processes to manage customer expectations, satisfaction and customer complaint management within the ecosystem. * In collaboration with our Digital Marketing Manager and Social Content Manager define overall details of the data strategy. * Create thorough and robust processes as well as measurement metrics related to qualitative customer research, customer insight analysis by sales channels, definition of customer centric analytics and reporting KPIs. Requirements DESIRED EXPERIENCE: * Customer lifecycle management experience and "customer first"- best practice. * Knowledge of CRM and Salesforce automation. * Proven track record (3-5 years) in a B2B and B2C environment. * Market research and market insight experience. * Data Science experience advantageous. * Good eye for details, ability to plan and execute concrete activities and have full end-to-end responsibility. * Up-to-date knowledge with the latest trends within the industry. * Strong customer experience and CRM background. * IT literacy (XLS and CRM system). * A "customer first" mentality and the willingness to go above and beyond for them. * Strong analytical and problem-solving skills.