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Customer Experience Manager
2 months ago
We are seeking a highly skilled Customer Experience Manager to join our team at Inchcape. As a key member of our online customer experience team, you will play a vital role in delivering exceptional sales experiences for our retail customers.
As a Customer Experience Manager, you will be responsible for leading and motivating our online customer experience team, managing expectations, and ensuring a seamless customer journey. You will assist in managing leads and sales opportunities, support the Retail Online Manager in achieving key targets, and contribute to long-term business success.
Key Responsibilities:
- Manage the online customer experience, ensuring a professional and customer-first approach.
- Support the Retail Online Manager in driving F&I performance and compliance.
- Handle customer enquiries via phone, email, and web chat, while ensuring accurate sales data entry.
- Provide leadership by coaching and mentoring Customer Experience Specialists to meet performance expectations.
- Assist with onboarding new team members and fostering a positive team culture.
- Ensure adherence to business processes, including contract preparation and compliance with retail policies.
- Manage customer escalations and complaints to resolution.
Inchcape offers a range of benefits to its employees in recognition of their contribution to our success. Some of these benefits include:
- Thorough and ongoing training provided to support you in all aspects of your role.
- Career and development opportunities - providing you with a sense of purpose and direction, you drive your destiny with Inchcape.
- Supportive team environment - We foster a positive and supportive team culture and thrive on working well together.
- Enjoy more time doing that you love with additional days off, including an annual Wellbeing Leave Day and annual Volunteering Leave Day each year.
- Access to our employee benefits program, including company car rental program and discounts on vehicle purchases, plus many more.
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).
