DESCRIPTION :
Monitoring, analysis, and interpretation of market research results in the automotive sector, particularly customer satisfaction surveys related to service and sales, in order to provide operational and consulting support to the Customer Experience department for both service and sales areas.
Knowledge Requirements:
* Understanding of the Customer Journey and Sales Processes.
Main (but not exhaustive) responsibilities:
* Preparation of reports and ad hoc analyses related to Customer Experience (CE).
* Drafting of official communications to the Dealer Network.
* Creation of PowerPoint presentations on CE topics.
* Support to the CE office in the study and design of incentive systems.
* When needed, design, management, and delivery of virtual coaching sessions to explore CE-related topics in sales and service, conducted via webinars for Customer Experience Managers, Sales Managers, and Service Managers.
* When needed, support activities for the Sales and Service Organizational Network in implementing new projects and tools.
* When needed, development and delivery of training modules to internal field staff and the Sales and Service Organizational Network on CE topics.
* When needed, classroom training on behavioral soft skills (Customer Orientation, Customer Relationship Management, Customer Satisfaction).
* When needed, potential analysis and gap analysis for sales and after-sales roles (Customer Manager and Service Manager).
* Data monitoring, report preparation, and feedback on results related to various KPIs defined by Volkswagen.
Code d'emploi : Chargé de Clientèle (h/f)
Domaine professionnel actuel : Responsables des Services Administratifs et du Service Clientèle
Temps partiel / Temps plein : Plein temps
Type de contrat : Contrat à durée indéterminée (CDI)
Compétences : Bases de Données, Contrôle des Données, Système de Données, Portails Web, Ms Office, Microsoft PowerPoint, Visual Analytics, Anglais, Capacité d'Analyse, Sens de la Communication, Prise de Parole en Publique, Sens du Service, Motivation Personnelle, Écoute Active, Industrie Automobile, Gestion de la Relation Client, Expérience Client, Satisfaction Client, Systèmes de Gestion des Réseaux de Distribution, Vente, Analyse d'Écarts, Webconférence, Étude de Marché, Processus de Vente, Gestion de la Formation, Enquêtes, Capacités de Démonstration, Coaching
Type d'annonceur : Employeur direct
