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  • Job reference: RMS0207699

Customer Survey Coordinator

  • Sector: Automotive
  • Location: Crewe, Cheshire
  • Job type: Contract
  • Date posted: 11/03/2019
  • Duration: 01/08/2019
  • Time left:
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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) 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.

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.

Ensure comprehensive and robust monitoring and control mechanisms are in place that provide early warnings of customer satisfaction improvement opportunities

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.

2) Ensure robust call centre survey procedures are in place to support global CEM programme.

Working independently visit our outsource contact centres (UK, USA, China) to ensure full understanding of the processes and programme objectives

On-going development of process, infrastructure and deliverables through delivering training to third party contact centre staff

Audit calls to ensure on-going standards compliance and feedback improvement opportunities to contact centre management

3) Data Management and Reporting

Based on customer discussion, design and create standard and customised reports using the Business Objects environment

Through auditing source data in BCMS and C@B ensure master data accuracy

Work with IT and Systems to write and progress IT Change Requests (PIPS) to support continuous improvement of the process

4) Support Programme Development

Working with the CEM Manager and others ensure new developments in data analysis, predictive concern management, enhanced reporting (Call Portal).

5) Operate the Dealer Satisfaction Survey

Align stakeholder requirements and ensure the survey meets evolving needs

Work with third party marketing and systems suppliers to deliver the annual survey

Provide insightful analysis of verbatim feedback and create management reports for central, regional and dealer users

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

The Company:
Is a leading Automotive manufacturer with a reputation for outstanding quality the world over. With demand increasing and an upturn in production, there is a need to bring further skills into the business to deliver on current and future projects.

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

* Educated to degree level or equivalent and experience in a numerate discipline
* 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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