Karma Automotive

Manager, Customer Experience

Job ID
2017-3005
Category
Sales and Service
Department
Customer Experience
FLSA Status
Exempt

Overview

Karma Automotive creates expressive and beautiful luxury cars that are environmentally conscious.  We deliver them with personal attention to customers in the global marketplace.  Our customers expect high levels of personalization and customization and we intend to deliver on that promise. 

 

The Manager, Customer Experience will manage all interactions with potential and existing Karma customers to ensure every aspect of their customer experience delivers on Karma Automotive’s target of 100% customer satisfaction.

Responsibilities

  • Oversee all incoming customer, prospect and enthusiast enquiries
  • Review and research enquiries to ensure accurate and effective responses, communicating with internal and external resources where needed, and resolving issues independently where possible
  • Document all inquiries and issues, providing adequate detail and history from beginning to end
  • Effectively coordinate the date from the internal CRM (Customer Relationship Management) process and systems
  • Work with Customer Experience (CE) Team to develop KPIs and measure team effectiveness on an ongoing basis; deliver reports showing key statistics relative to all forms of communication
  • Interact with After Market teams on a daily basis to facilitate delivery against 100% customer satisfaction targets
  • Work with broader team on identifying CE trends and points of weakness and actively propose recommendations for improvement, managing through improvement projects as directed
  • Work with the CE Team to maintain the integrity of our customer database regardless of incoming channel
  • Assist with customer and public relations tasks and events when required
  • Evaluate all tasks/issues, exercise independent judgment, offer solutions and resolve cases in a timely manner
  • Process data from multiple sources and recommend best practices according to the results
  • Elevate key issues and concerns to management allowing for adequate countermeasures

Qualifications

Education

 

  • Bachelor’s Degree or higher
  • Experience working with luxury brands and high net worth clients
  • 8+ years’ experience in a customer service / customer satisfaction role
  • 3+ years supervisory experience
  • Vehicle and automotive industry knowledge

Personal

  • Passionate about technology, innovation and cars
  • Can track multiple assignments and tasks simultaneously
  • Ability to work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
  • Able to quickly apply the needed actions to support the enterprise in decision making concerning customer vehicle issues

Required Skills

  • Excellent interpersonal, oral and written communication skills, in particular display confidence in conversing with entrepreneurs, artists, and highly-educated, dynamic personalities
  • Self-starter with the ability to guide others, while still taking direction when required
  • Proven leadership experience
  • Comfortable with directing a small team in daily activities in a fast-paced environment
  • Ability to look at data and see more than numbers – turning spreadsheets into meaningful analyses that will help refine the customer experience moving forward
  • Comfortable in a start-up environment with an ability to change direction as needed without issue
  • Knowledge of, and past experience in implementing Customer Relationship Management processes, techniques and systems
  • Proficient PC Skills (Outlook, Excel, Word, PowerPoint, and relevant system software)

 

NO 3rd Parties, Principles Only, Please

 

Come and join the great Karma Team, where you can make a career! Karma Automotive offers a complete benefits package including medical, dental, vision, life, STD, LTD; paid vacation, holidays and personal days; and a 401K with matching contributions. Relocation assistance is available.

 

Karma Automotive LLC is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of gender, color, race, sexual orientation, marital status, pregnancy, national origin, age, religion, veteran status, genetic information, citizenship status or any other group protected by law. Karma Automotive LLC, complies with the Americans with Disabilities Act to ensure equal access to all qualified individuals with a disability. Valid driver’s license may be required based on essential duties.

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