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  • Job reference: RMS0207699

Customer Survey Coordinator

  • Sector: Automotive
  • Location: Middlewich, Cheshire
  • Job type: Contract
  • Date posted: 10/04/2019
  • Duration: 01/08/2019
This vacancy has now been filled.

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The Role:
The clients customer experience measurement (CEM) programmes and dealer satisfaction programme are long-term commitments that aim to change the way the client and their dealer partners cooperate in order to improve end customer satisfaction.
The Customer Survey Coordinator plays a key role ensuring that effective and efficient worldwide survey procedures are in place, that our worldwide dealer network is provided with real-time actionable customer feedback and that timely/accurate regional reporting procedures exist. The role holder will also operate the annual Dealer Satisfaction Survey, ensuring all stakeholders requirements are understood and built into the process, and that the reporting is impactful and useful.

Main Responsibilities:
1. Support the provision of quantitative and qualitative, actionable insight, using multiple data sources to produce reports and recommendations to provoke behavioural change within the regional teams and Retailer environments to deliver improvements to both the customer journey and commercial efficiencies.
2. Bring the voice of the customer to life, monitoring trends and providing insight and reporting using data from multiple sources to help shape and build the customer journey, improve the customer experience and drive improvement through the regional teams.
3. Engage and support the regional customer managers to understand the customer feedback and how they can implement in line with best practise within the Retail network.
4. Work with the Customer Insight Manager to engage with key stakeholders across each of the regions, fostering a culture of continuous improvement and transformational change.
5. Present data insights using, data, visuals and narrative in a way that resonates with the regional teams and central senior managers.
6. Produce accurate, reliable statistical and written reports in relation to global, regional and Retailer performance.
7. Ensure that the Sales & Marketing regional teams and dealers receive timely and accurate customer feedback and reports through a robust programme infrastructure. Ensure timely auctioning of customer concerns.
8. Develop CEM programme systems and processes that are reliable and provide regions and dealer with the confidence to target specific customer related actions (where necessary) in order to support annual customer satisfaction business objectives.
9. Ensure comprehensive and robust monitoring and control mechanisms are in place that provide early warnings of customer satisfaction improvement opportunities
10. Through analysis and auditing ensure Regional Management and Dealers have responded appropriately and successfully resolved customer issues. Liaise directly with Senior Regional Management in critical customer situations.
11. Ensure robust call centre survey procedures are in place to support global CEM programme.
12. Working independently visit our outsource contact centres (UK, USA, China) to ensure full understanding of the processes and programme objectives
13. On-going development of process, infrastructure and deliverables through delivering training to third party contact centre staff
14. Audit calls to ensure on-going standards compliance and feedback improvement opportunities to contact centre management
15. Data Management and Reporting
16. Based on customer discussion, design and create standard and customised reports using the Business Objects environment
17. Through auditing source data in BCMS and C@B ensure master data accuracy
18. Work with IT and Systems to write and progress IT Change Requests (PIPS) to support continuous improvement of the process
19. Support Programme Development
20. Working with the CEM Manager and others ensure new developments in data analysis, predictive concern management, enhanced reporting (Call Portal).
21. Operate the Dealer Satisfaction Survey
22. Align stakeholder requirements and ensure the survey meets evolving needs
23. Work with third party marketing and systems suppliers to deliver the annual survey
24. Provide insightful analysis of verbatim feedback and create management reports for central, regional and dealer users

Comments:
Responsible for providing support to the CEM Manager in relation to the actions and performance of the following areas:
* Customer Experience Measurement Programme processes and delivery
* Dealer Satisfaction Programme

Essential Skills / Qualifications:
* Communication skills/influencing skills across all business levels
* Process and continuous improvement experience and aptitude
* Demonstrated automotive background, ideally with retail/regional knowledge
* Clearly able to act independently on own initiative
* This is a highly autonomous role, the holder must be confident to plan their own work, prioritise and frequently multi-task
* Excellent presentational ability, able to synthesise complex data into impactful management information
* Understanding of Bentley Customer Expectations
* Experience of working globally, and understanding differing cultural norms is desirable
* Budget management
* Creating Business Objects reports
* PC proficient - Word / Excel / PowerPoint / Project

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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