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  • Job reference: RMS0150202

Customer Host

  • Sector: Commercial
  • Location: Crewe
  • Job type: Contract
  • Date posted: 12/01/2015
  • Time left:
    d h m s
    (09/02/15)
This vacancy has now expired.
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.

The Role:
Main Purpose of the Role

To facilitate and deliver the Company Experience to customers and prospects from around the world, to support car sales, option uptake and support our brand reputation and loyalty. This includes tours of the factory and customer areas, full product presentations including driving and full commissioning of bespoke cars. The role fits within the Sales and Marketing Communication Strategy team in the Brand Communications function. Reporting to the Experience Manager, the tour host has no subordinates and works closely within a team of tour hosts, the Marketing Operations Managers and the Customer Coordinator.

Scope of the Role

Undertake factory tours

- Ensure all logistical requirements for visit is in place
- Research and prepare for visit including current CRM data and internet searches
- Host the customer throughout their visit ensuring they are looked after and the visit is tailored to their individual requirements.

Product presentations

- Maintain excellent product and competitor knowledge
- Be able to present all current products to a high level
- Be able to conduct a full test drive in all current products to demonstrate the features and capabilities appropriately

Commissioning

- To be capable of conducting a full commissioning for any car with the right samples, configurator and accessories to drive sales and upsell targets
- To be capable of a full bespoke commissioning experience including all bespoke options

Linking to order and CRM processes

- Ensure all data is uploaded onto CRM systems after visit
- Determine qualification of prospects during events and record appropriately
- Ensure any special commission requests are followed through the sales department and dealers on time

Product knowledge

- Ensure that knowledge is in line with the latest company information, relating to product brand communication, marketing strategies, affinity partners and manufacturing processes.
- Undertake continuous learning and maintain awareness of company digital media channels and latest product offering.

Customer satisfaction

- Ensure that customer and prospect visits meet audience, dealer and regional expectations.
Liaise directly with dealers and regions to assess satisfaction levels
- Develop and maintain good working relationships across all functions

Qualifications & Experience

- Qualified to A level standard or equivalent as a minimum.
- Qualified to degree level or equivalent desirable.
- An enthusiastic and flexible approach to working practices.
- Experience of working with different nationalities and cultures.
- Experience in customer-facing or sales or hospitality environments, particularly luxury brands.
- Demonstrate ability to present self appropriately at all times.
- A good team player and an ability to work independently.
- A full, clean driving licence.
- Fluent in a second language and able to work in a second language.
- Able to gain in depth knowledge of products, site facilities, manufacturing processes and heritage.
- Competent in all Microsoft Office programmes, relevant Company systems and digital media.
- A flexible approach to working hours, weekend working and overseas travel.
- Demonstrate good attention to detail.
- Ability to present Company products statistically and dynamically to an audience.
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