Customer Experience Manager
3 weeks ago
About Us
Inchcape is a global company with a mission to bring mobility to the world's communities. We prioritize exceptional customer service and strive to be the most customer-centric automotive retailer. If you're passionate about sales, retail, or the automotive industry, we want you to join our team.
About the Role
As an Online Customer Experience Manager, you will support our online Customer Experience Team in delivering an exceptional sales experience. You will lead and motivate the team, manage expectations, and ensure a flexible customer journey for our retail customers. Your duties and responsibilities will include:
- Managing the online customer experience, ensuring a professional and customer-first approach.
- Supporting the Retail Online Manager in driving F&I performance and compliance.
- Handling customer enquiries via phone, email, and web chat, while ensuring accurate sales data entry.
- Providing leadership by coaching and mentoring Customer Experience Specialists to meet performance expectations.
- Assisting with onboarding new team members and fostering a positive team culture.
- Ensuring adherence to business processes, including contract preparation and compliance with retail policies.
- Managing customer escalations and complaints to resolution.
Why Join Us?
Inchcape offers a range of benefits to its employees, including thorough and ongoing training, career and development opportunities, a supportive team environment, and additional days off. We also offer access to our employee benefits program, including company car rental and discounts on vehicle purchases.
About You
To be successful in this role, you will have:
- Minimum 3 years of experience in a customer-facing role within a direct selling environment.
- At least 2 years of experience in leading a team, directly or indirectly.
- Strong communication skills and the ability to build rapport with customers online.
- Experience in delivering excellent customer experiences and multitasking in a fast-paced environment.
- Proficient in MS Office and confident using digital platforms.
- Previous automotive industry experience and familiarity with Finance & Insurance products (desirable).
- Experience using Salesforce (desirable).
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