Customer Experience Leader

Description

Job Summary: We are seeking a professional to drive excellence in customer service, anticipate customer needs, and resolve pain points to strengthen brand loyalty for Chevrolet. Key Highlights: 1. Promote a culture of excellence in customer service 2. Transform complaints into loyalty and create memorable experiences 3. Professional development and continuous training within the brand *At Chevrolet, we seek individuals who understand that selling a car does not end at delivery—it begins there.* If you can transform a complaint into loyalty, read a customer before they speak, and turn an average experience into a memorable one, this challenge is for you. Job Objective: Drive a culture of service excellence across all sales and after-sales touchpoints to maximize satisfaction scores, anticipate customer needs, and resolve pain points that strengthen brand loyalty. Responsibilities: * Identify pain points and develop specific action plans for each area based on customer satisfaction survey results. * Monitor and manage the real-time alert system, ensuring immediate attention to dissatisfied customers. * Generate CX performance reports per employee and control dashboards for case resolution times (Dealer Support, e\-mail, telephone). * Audit and supervise sales and service teams to ensure accurate capture of customer contact information in the CRM. * Directly assist customers raising complaints or special requests on the sales or service floor, negotiating effective and timely solutions. * Maintain in-depth knowledge of Mobility, BuyBack, Goodwills, Roadside Assistance programs, and supervise proper use of GM-established tools and platforms (CX Boost, Pulso, EXATA, Global NPS \& VoC). * Lead the correct execution of the Mobility and Rentals program per brand guidelines, supervising vehicle assignments, customer loans, and fleet rotation. Requirements: * Bachelor’s degree in Business Administration, Marketing, Communications, or related field * 2–4 years of experience in customer experience or service * Automotive industry experience preferred * Proficiency with metrics (NPS, CSI, etc.) * Intermediate/advanced Excel skills * Excellent communication and conflict resolution skills We Offer: * Salary: $12,000\.00 * Statutory benefits * Savings fund * Job stability * Professional development within the brand * Continuous training * Complimentary uniforms Working Hours: Monday–Friday, 9:00–18:00; Saturdays, 9:00–14:00 Position Type: Full-time Salary: $12,000\.00–$12,001\.00 per month Work Location: On-site