Manager, Cq

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia Nissan Full time

Position title
:
Customer Quality Manager (Saudi National Preferred)

Position grade
:
Manager

Reports to
:
Deputy General Manager, Customer Quality & Training KSA NSC

Department
:
Dealer Network Development, CQ & Training KSA NSC

JOB PURPOSE:

Improving Brand Image

  • Achieve objectives through 'implementation of highest standards at Sales and Service Outlets', resulting in strong Nissan Image

Improving Customer Satisfaction

  • Achieve objectives through 'customer treatment that is professional and caring, at all Sales and Service Outlets', resulting in higher Customer Satisfaction

Enhancing Business Performance / Profitability

  • Establish 'customercentric organization and processes' whereby Customer Satisfaction is translated to Purchase Intention, Repurchase Intention Service Retention

Functional Objectives:

  • Improve CS perception through enhancement of operational / frontline processes at NSC & Branches / Outlets
  • Enhance customer Brand experience through effective follow through of 6 implementation at NSC / Branch level Manage and oversee the implementation of Nissan global initiatives in the KSA market Manage NKSA call centre & Achieve monthly and annual KPI's

LEADER

  • DRIVING all the activities (totality) of the CS Management
  • Cascade down NSSW Program to all levels of operation
  • Establish downtheline Responsibility & Accountability
  • Set detailed CS Targets (Sales & AS)
  • Create Motivational Schemes for Operation Management, Frontline, Outlets, F1 Teams, etc.

STRATEGIST

  • Adopt Nissan NSSW strategies into NSC Corporate strategies
  • Forecast Customer Trends
  • Direct & Monitor Training Needs
  • Contribute in the dealers manpower qualifying and enabling

ANALYST

  • Macro & Micro Analysis (CS Syndicate / Monthly CS Survey / Mystery Shopper Results, Training...)
  • Action Plan Effectiveness
  • Customer Expectations, Trends
  • Competitors Activities
  • Quantify the correlation between CS levels and revenue fluctuation

COACH

  • Guide for CS Enhancement / Management Core Activities and Sales & Service Processes at Outlets (DPR)
  • Help dealers top and middle management in developing an effective action plans address the weaknesses and follow up the implementation

ACTIVE COMMUNICATOR

  • Cross-Functional, Cross-Cultural
  • Key Person at NSC for all NSSW / CS communications
  • Executive Reporting to NSC Top Management & Nissan
  • Banker of NSSW Best Practice

EVALUATOR

  • Implementation of NSSW across NSC
  • Standards and Processes Implementation
  • CS Enhancement Action Plans Implementation & Progress
  • Training Effectiveness Retail Visual Identity policy Implementation
  • Continually identify opportunities to improve the customer experience
  • Deliver change initiatives identified internally or from external good practice to support these opportunities
  • Develop capability and motivate Ambassadors from the from the field force team to support the delivery of projects
  • Influence senior stakeholders and staff to support and deliver proposed improvements via the appropriate channels and processes
  • Use Net Promoter Score and other tools to measure improvements over time

Strategic Activities:

  • Develop annual CS Business Plan at NSC and Outlet levels
  • Promote Self-Controlled PDCA Management at NSC and Outlet levels (SALES & AFTER SALES)
  • Ensure NSC full compliance on N-CAM Standards through proper coordination with respective N-CAM window persons (Marketing & Sales / After sales)
  • Enhance CFT activities with NSC Operational Departments
  • Guide NSSW Outlet Drivers in conducting CS activities at priority Outlets
  • Establish effective Accountability & Recognition Schemes in relation to CS performance
  • Strengthen NSC / Outlets customer handling skills through effective and timely feedback of known frontline personnel weaknesses to NSC Training function to be used in developing customized training program
  • Intensify Market Intelligence on competitor CS activities.
  • Monitor compliance on R-VI implementation plans and policies at NSC's

Educational background, qualifications:

Experience, other skills:

- experience in customer service management
- experience in developing others

  • Able to analyze customer metrics, including Net Promoter Score
  • Challenges all processes that impact our customers receiving the best possible experience
  • Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements
  • Implements and monitors improved governance, standardized process and procedures
  • Leads the development of new solutions to meet customer's changing expectations

Computer skills/languages:

  • Microsoft Outlook, Word, Excel, PowerPoint, CRM systems
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