Customer Experience Specialist

Drive your Career!

We love our cars, but it’s the people behind them who make them what they are. To market, sell, and service great cars, we need great people. That’s why at Volkswagen Group Canada, we are passionate about our cars and our brand and foster this same passion and drive in our people. We know that the right people in the right positions can do incredible things, and we love making that happen.

We are currently looking for a Customer Experience Specialist at our Corporate Offices in Ajax. The Customer Experience Specialist is a dynamic, multifaceted role responsible for project managing all aspects of the business to ensure an exceptional customer journey. This role requires a strategic thinker with a knack for fostering relationships and solving problems efficiently. The specialist will be at the forefront of driving customer satisfaction, retention, and overall brand loyalty through meticulous planning, coordination, and execution of various business projects.

This is classified as hybrid, requiring a minimum of two (2) days in the Ajax office.

Primary Responsibilities:

1. Project Management: Lead and oversee all business projects from inception to completion, ensuring timelines, quality standards, and budget constraints are met.
2. Customer Advocacy: Act as the voice of the customer within the organization, ensuring customer needs and feedback are at the forefront of business decisions.
3. Process Improvement: Continuously evaluate and provide recommendations to enhance processes to improve the customer experience and increase operational efficiency.
4. Cross-Functional Collaboration: Work closely with various departments including marketing, sales, and product development to align strategies and deliver a seamless customer experience.
5. Problem Resolution: Proactively identify and resolve customer issues, ensuring a prompt and satisfactory resolution.
6. Data Analysis: Utilize customer feedback and data to drive insights and implement improvements in service delivery and product offerings.
7. Training & Development: Develop and deliver training programs to ensure staff are equipped with the necessary skills and knowledge to deliver exceptional customer service.
8. Reporting: Provide regular reports and updates on project status, customer satisfaction metrics, and areas for improvement.
9. Create Seamless Customer Journey: Develop short, mid, and long-term objectives surrounding all things customer experience within the VW Brand.
10. Brand Champion: Ensure the VW retail experience exceeds consumer expectations, leveraging key stakeholders and customer satisfaction data.
11. Governance of Customer Experience Survey Data: Address collection, quality, and issue resolution with vendor & Dealer audiences.
12. Manage Annual Budget Process: Along with Purchasing Process for internal vendor tracking and management.
13. Develop Overarching Corporate KPI: For Customer Experience monitoring.
14. Work Closely with the Manager, Customer Care/Experience: Understand customer pain points and provide joint recommendations to the executive team on how to improve VW processes to reduce customer friction.

Qualifications:

1. Undergraduate Degree or College Diploma required.
2. 3-5 years of related work experience in a similar role.
3. Experience in developing and executing customer journey mapping.
4. Ability to understand multiple perspectives while always championing customer experience.
5. Firsthand knowledge of delivering an exceptional customer experience, within a retail environment or through franchise models is an asset.
6. Project management and change management experience in a corporate setting.
7. Ability to identify win-win situations, with a challenger mindset and need for constant improvement.
8. Experience within a mystery shop initiative a plus. Knowledge and understanding of syndicated automotive studies (JD Power, Maritz, etc.) is desired.
9. Written and verbal fluency in English.
10. Analytical thinking – using logic and reason.
11. Effective negotiation skills.
12. Problem solving.
13. Ability to think “out of the box” and find non-conventional/creative solutions for customers.
14. Excellent follow-up and accountability.
15. Ability to work in a fast-paced, constantly changing environment.
16. Strong organizational skills.
17. Ability to adapt to continuous change.
18. French language is considered an asset.
19. Data mining and/or database management (Microsoft Access proficiency an asset).

What you’ll get in return:

1. A flexible and collaborative team dynamic.
2. Opportunities for development.
3. Opportunities to participate in exciting company events that give back to the community.
4. Competitive employer-paid benefits and overall compensation package.
5. And much more!

Volkswagen Group Canada Inc. is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, family status, gender identity, gender expression, national origin, age, disability or any other characteristic protected by federal or local laws.

Volkswagen Group Canada Inc. is committed to providing accommodations for people with disabilities including during the application process. If you require an accommodation because of a disability, we will work with you to determine what reasonable accommodation may be available to meet your needs whether it be as an applicant or an employee. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Recruiter who will consult with you to determine an appropriate and reasonable accommodation.