Manager, Cq

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 'customer-centric 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 down-the-line Responsibility & Accountability
- Set detailed CS Targets (Sales & AS)
- Create Motivational Schemes for Operation Management, Frontline, Outlets, F-1 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

Saudi Arabia