NPS Manager (EV, Automotive Industry)

About Us:

At BYD Singapore, we're driving the future of sustainable transportation with cutting-edge electric vehicles that combine advanced technology, stylish design, and unmatched performance. As a fast-growing company committed to reducing carbon footprints and revolutionizing the automotive industry, we’re looking for a dynamic NPS Manager to join our team and help accelerate our brand’s growth.

Roles & Responsibilities:

Manage and handle BYD Vehicles, Net Promoter Score (Singapore, Philippines, Laos, Cambodia)

This include but not limited to:

1. Establish a local Net Performance Score & Voice of Customer data identification system, analyze customer complaints, and refine product and service improvement points.
2. Regularly produce analysis reports, report to the company, and provide decision-making direction for the company
3. Establish customer complaint handling standards and processes, track the progress of dealer complaint handling, and evaluate the closed-loop handling effect.
4. Conduct research & survey on customers, distributors and their aftersales.
5. Score & compare performance, analysis sector & propose improvement.
6. Provide an overview of BYD NPS landscape.
7. Conduct NPS audit/check.
8. Manage NPS database.
9. Audit of 4S, 3S, 1S automotive shops and ensure compliance to carry CI, VI & others requirement.
10. Oversea travelling is required to support above functions, especially South East Asia region.
11. Oversee the NPS support (eg: Conduct research & survey on customers, distributors and their aftersales, regularly produce analysis reports, report to the company, and provide decision-making direction for the company).

Job Requirement:

1. Degree in Bachelor's degree in business, marketing or other related field.
2. 5 years working experience in automotive distributor/dealer environment.
3. Conversant with Microsoft office, words, excel, power point etc.
4. Those with software and IT knowledge is preferred.
5. Proficiency in English and Mandarin (spoken/written).
6. Good command in Mandarin and English in order to liaise with China HQ colleague.