Head of Customer Experience & Retail Standards

Our client is a leading automotive group in Southeast Asia. They distribute, retail and provide aftersales services for several luxury brands of vehicles in Singapore and the region.

They are seeking a dynamic and experienced legal professional with commitment and personality to join their team.

Head of Customer Experience and Retail Standards

Overview:

Our client is seeking an innovative and strategic Head of Customer Experience and Retail Standards to elevate our customer service and retail experience to unparalleled heights.

This role involves developing strategies to improve customer satisfaction, leading the Customer Experience Call Centre, and collaborating with Sales, Aftersales, and Marketing teams to analyse feedback and implement data-driven improvements. The focus is on fostering a customer-centric culture, maintaining high retail standards, providing staff training, and effectively managing customer complaints to ensure exceptional service quality.

Job Description and Responsibilities:

As the Head of Customer Experience and Retail Standards, you will be responsible for driving a customer-centric strategy that enhances overall customer satisfaction and reinforces their brand’s reputation for excellence. Your key responsibilities will include:

• Strategy Development: Create and implement innovative customer experience strategies that align with brand’s values and elevate retail standards.
• Team Leadership: Lead and motivate the Customer Experience Centre, cultivating a culture of excellence and accountability.
• Excellence Customer Journey: Map and continuously refine the customer journey, ensuring exceptional service delivery at every stage.
• Complaint Management: Oversee the resolution of customer complaints and quality-related issues, implementing effective measures to enhance satisfaction and loyalty.
• Data Analysis: Utilize customer feedback and market data to identify trends, assess performance, develop actionable strategies for improvement.
• Training and Development: Provide ongoing training and professional development opportunities for staff to ensure high standards of service are upheld.
• Collaboration: Work closely with Sales, Aftersales, and Marketing teams to align objectives and ensure a cohesive brand experience across all customer touchpoints.
• Retail Standards Maintenance: Establish, communicate, and maintain retail standards that reflect the quality and sophistication of the automotive brand in all customer interactions and within the showroom.
• Showroom Excellence: Create a compelling retail environment that attracts and retains customers.

Your role will be pivotal in shaping the future of customer experience at the client’s luxury brand automotive and ensuring that each customer leaves with the utmost satisfaction, further enhancing the loyalty and reputation of their brand.

Job Requirements:

• Bachelor’s degree in Business, Communications, or a related field.
• A minimum of 5 years of experience in Customer Experience or Service Management, preferably in the automotive industry.
• Proven track record of leading teams and driving performance improvements in customer service environments.
• Strong strategic thinking and analytical skills, with experience in data analysis and trend identification.
• Exceptional communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Deep understanding of customer behaviour, service excellence, and retail standards.
• Proficient in customer relationship management systems and MS Office Suite.

Are you ready for a challenging and exciting endeavour that will require the investment of a lot of hard work, dedication and all your experience? If yes, you might be exactly the new team member they are looking for!

Please submit your updated and comprehensive CV in MS WORD FORMAT ONLY (NOT PDF) with full career details, stating current or last drawn salary with full breakdown such as base, incentives, AWS, etc. and expected salary, contact details, educational qualifications, working experiences, reasons for leaving each past employment(s) and availability date to:

benchmark.thomas@gmail.com

What our client offers:

Our client offers an attractive remuneration package, a fast-paced and exciting working environment and provide challenging opportunities for career advancement. They care about their employees. They are not just an employer; they are a Team. By joining their team, you will find strong purpose and deep meaning in everything you do.

Personal Data Protection Statement for Job Applicants:

Please be informed that the personal data you provided by way of your job application to Benchmark will be collected, used and disclosed by or on behalf of Benchmark to determine or investigate your suitability, eligibility or qualifications for employment with Benchmark and/or its clients.

Thank You!

We thank all applicants for their interest in a career with our client. Due to the high volume of incoming applications, we will not be able to respond to all applicants. Therefore, only shortlisted applicants will be notified for interviews. All applications will be treated with the strictest confidence.

THOMAS CHAN |MOM CEI No: R1766693 | Benchmark Staffing Solutions | MOM EA License: 21C0679 | UEN: 53435609E