Karma Automotive

  • VVIP Customer Experience Manager

    Job ID
    2018-3470
    Department
    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. 

     

    We are looking for a talented, experienced professional to create, develop and manage our VIP Client Services program. The Manager, VVIP Customer Experience will look after our most valuable owner relationships and offer a truly bespoke experience which sets Karma apart both in and out of industry.

    As part of this owner-centric role, the VVIP Customer Experience Manager will be responsible for actively developing key and long lasting relationships with our VIP owners and delivering an exceptional luxury experience. This will include the successful ongoing delivery of our VIP programs and design of future programs and activations, as well as the management of the Customer Experience Team to deliver an elevated experience throughout the customer lifecycle.

    Responsibilities

    • Manage the roll out and ongoing implementation of Karma’s VIP Privilege program, a bespoke program designed to offer unique, luxury experiences to Karma owners
    • Manage the roll out and ongoing implementation of Karma’s California experience (3-day programs targeted at owners and prospects to encourage sales conversion and long-term loyalty)
    • Manage the roll out and ongoing implementation of Karma’s factory delivery program
    • Work with Customer Experience and Events teams to design and deliver owner activations at key global events (LA Auto Show, New York Auto Show, Monterey Car Week, Amelia Island etc)
    • Leverage Karma’s VIP programs to build brand awareness and authenticity through broader marketing channels
    • Work with CRM team to understand client data and support marketing team in building targeted prospect campaigns that utilize VIP messaging
    • Manage the existing Customer Experience team, responsible for the end to end treatment of customers throughout the customer journey
    • Ensure the right tools, technology and processes are in place for a seamless VIP client experience at every juncture of their journey
    • Set program targets and define KPIs. Measure quantitative and qualitative program effectiveness
    • Evolve programs in line with changing business needs and owner feedback
    • Work with broader team on identifying VIP program trends and points of weakness and actively propose recommendations for improvement, managing through improvement projects as directed
    • Assist with customer and public relations tasks and events when required

    Qualifications

    Education

    • Bachelor’s Degree or higher
    • Experience working with luxury brands and high net worth clients
    • 5+ years’ experience in a customer service / customer satisfaction role
    • Vehicle and automotive industry knowledge preferred but not essential

     

    Required Skills

    • A highly motivated and competent individual able to converse at all levels both internally and externally with poise and confidence
    • A total self-starter able to set the standard by their own professionalism and attitude
    • Ability to guide others and engage colleagues while still taking direction when required
    • Must be energetic, self-motivated and self-organized. Willing to do whatever is required to get the job done
    • Possesses a strong work ethic and high level of professionalism
    • Structured and organized, but nonetheless approachable with a flexible outlook
    • Passionate about luxury, technology and innovation
    • Comfortable with working in a small team in daily activities in a fast-paced environment
    • 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, Principals 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 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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