Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.
Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.
Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.
Overall Job Purpose
The Customer Experience Assistant Manager is responsible for driving and implementing customer-centric strategy across all touchpoints with data-driven decision-making. This role focuses a proactive and strategic mindset to enhance customer satisfaction, loyalty and engagement, and strategic use of customer data to enhance sales and service processes. This position will also oversee database management to maintain accurate customer records, ensuring data integrity and compliance while leveraging insights to optimize the customer experience.
Key Responsibilities
Customer Experience Management
Permanently be in contact with customers of Sales & Aftersales to prevent incidents & improve customer loyalty.
Acts as the voice of the customer within the organization, advocating for enhancements in the overall customer journey.
Participate and solve incidents with customer, be responsible of good-will budget, follow-up customer issues with CRC Department.
Support Sales and After Sales process standards implementation.
Analysis of Quality survey results and reporting to retailer’s management SEF, PEF & CEIP
Key person in retail level ability to deliver a Customer Centric Culture within the whole business.
Customer Experience Insight Program (CEIP)
Ensures complete and accurate customer details are entered in Pinnacle and CXP.
Consolidate weekly Sales and After Sales data for survey submission
Monitor CEIP results/VOC in GFK
Follow up on Red Flags / Update Status & Alert Activity
Updates Service and Sales teams weekly on progress of quarterly and yearly scores for NPS and sales/service 6
Develops action plans with management to address shortfalls
Customer Experience Platform (CXP) Champion
Ensures that key users fully utilize CXP and log all customer interactions (Enquiry, Follow-up, Opportunity, Next Actions, Complaint, Escalation, etc.)
Drive data-driven decision-making through analysis by tracking CX metrics such NPS, Sales 6 and Service 6.
Ensures Cases are logged correctly & completely
Timely closure of all related actions
Customer Journey Management through Sales and Service using SEF and PEF
Support and train the After Sales team to enhance service communication and customer engagement.
Monitor and improve service call processes to ensure timely follow-ups and quality interactions
Develop structured feedback loops to refine After Sales support and drive customer satisfaction
Creating action plans to achieve a decrease in the number of customer complaints
Work with the Sales and Product Planning Team in the annual sales forecasting exercise and in the regular Sales and Marketing meetings that include evaluation of sales achievement and the calibration of joint Brand and Sales programs in order to surpass or hit sales targets/objectives.
Pinnacle and CXP Database Management
Oversee the accuracy and quality of data within the two databases
Ensure data is mirrored across both systems
Proactive review of usage and fields are correctly tagged and understood
Manage key KPI’s for data quality and bounce back rates
Monitor car parc stats for Active, Lapsed and No visit
Support Sales, Service, and Marketing teams in activation of campaigns
Provide coaching and support for overall understanding of the data requirement
Actively run cleansing and updating of data to maintain KPI’s and prevent inaccuracy
Proactive mindset to the development of Data management to ensure the retail team is maximising the use of the database to support a customer centric environment
Key Success Criteria
Sales Volume and Profitability Targets
Customer Satisfaction Targets (NPS, Sales & Service 6)
Weekly CEIP Report to GFK
CXP Case Management, Reporting & Analysis
Concerns/Complaint Resolution
Employee Training and Development Targets
Personal Training and Development Targets
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
