Aquent is partnering with a globally recognized leader in the automotive industry, a company dedicated to delivering unparalleled driving experiences and exceptional customer service. This organization is committed to innovation, quality, and a premium brand experience that resonates with customers worldwide.
Are you ready to redefine what a premium customer experience means in the automotive world? This pivotal role offers you the chance to be at the forefront of innovation, shaping how customers engage with a leading brand and ensuring every touchpoint reflects unparalleled quality and seamless service. You will be instrumental in guiding retail partners to achieve new heights in customer satisfaction and business performance, directly influencing the brand’s reputation and success.
This is your opportunity to make a tangible, lasting impact, transforming customer interactions and driving operational excellence across a dynamic retail network.
As a key liaison between the brand and its retail partners, you will provide expert consultancy to optimize sales and service operations. Your work will ensure a consistent, premium experience for every customer, whether online or in-store, aligning with the brand’s distinguished standards. You will drive change, implement innovative retail strategies, and foster continuous improvement across the network. This role offers a unique opportunity to directly influence customer satisfaction and business performance, contributing significantly to the brand’s reputation and success.
Key Responsibilities And Impact- Provide in-store consultancy to enhance both sales and service customer experience, identifying operational gaps and implementing actionable solutions to improve customer satisfaction and business outcomes while adhering to established sales and service processes.
- Offer expert guidance on omni-channel customer interactions to ensure a premium customer experience across the entire customer journey.
- Collaborate with internal teams, including Business Development, Digital, Marketing, and Sales and Service Operations, to align retail customer journeys with the brand’s customer experience strategy.
- Support retail partners with implementing new retail strategies based on customer-centric models, ensuring that sales and service teams are aligned with modernized processes.
- Conduct regular touchpoints with retail and field teams to provide ongoing support and address any performance gaps, facilitate change management, and ensure continuous improvement, while prioritizing activities and outcomes that drive higher ROI.
- Take a lead in handling escalated customer cases through resolution in collaboration with internal stakeholders and retail partners.
- Utilize various tools to document observations, analysis, and action plans, while providing regular updates to the field team and internal stakeholders.
- Execute mystery shop activities, post shop assessments, and action planning with retail partners.
- Travel regularly to assigned retail locations and manage time accordingly based on support needs and performance metrics.
- Ability to prioritize according to greatest need and highest opportunity to drive ROI.
- Bachelor’s degree or equivalent work experience.
- 2+ years of experience in sales or service experience improvement, ideally within the automotive industry.
- Excellent relationship-building, communication, and consultative skills.
- Strong analytical skills, with the ability to assess performance data and implement effective, data-driven solutions.
- Strong presentation skills – capable of communicating effortlessly with internal and external stakeholders.
- Microsoft Office proficiency.
- Flexibility for regular travel (up to 75%) to assigned retail…
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