Customer Experience Manager – Full Time (On Site)
Porsche Centre North Toronto (PCNT)
Reports to PCNT Managing Director
Job Purpose
The role of the customer experience manager is to ensure that every customers’ experience is
elevated during every contact with our Porsche Centre. This role requires a customer focused
dynamic communicator who is process friendly and willing to take on challenging clients and
manage issues from start to finish. The Customer Experience Manager is an excellent
multitasker who will liaise between Service, Sales, and Parts on the client’s behalf when
required.
Core Accountabilities
Managing and maintaining PCNT brand reputation
Complying with PCNT standards
Ensure CSI is always above target
Support customers through the entire cycle of engagement with Porsche Centre
Report on and optimize processes as they apply to overall Customer Experience
Addressing customer concerns
Handle all Purchase and Service Complaint cases
Handle all in-dealer complaints using complaint escalation process
Monitor and respond to online reviews
Interface between customers and all areas of Porsche Centre
Documenting and maintaining customer data base
Works closely with department managers daily to ensure all concerns are addressed and resolved in a timely and appropriately manner
Streamline and develop Customer Relationship Management (CRM) strategy and execution
Develop influencers and engagement strategy
Manage daily lists of Service, Sales and Delivery appointments with notes on customers that require more focused attention
Ensuring customer satisfaction with Service organization
Achieving personal objectives
Continuous personal development
Manage Customer Reception team, including Porsche Host, and Carerra Café experience
Manage all goodwill claims and manage database with Porsche Centre and Porsche Canada
Support any and all customer events, support our presence online via Instagram and Facebook
Manage out sourced Business Development Centre (customer retention and prospecting)
Coach individuals who are customer facing on how to improve customer experience upon review of certain reports
Basic qualifications and skills
Business and/or technical education at a university/college
Experience in dealing with luxury brand customers
Knowledge of the automotive trade
Experience of the automotive after sales business
Experience in dealing with customers
Good numeracy skills, and sound analyzing skills.
Valid Ontario G license
Personal Qualities
Integrity, respectful, energy, drive, focus, intellect and vision.
Self-motivated with a results driven approach
A team player with strong interpersonal skills
A level of personal mobility to meet career ambitions
A clear written and verbal communicator
Quick resolution to client complaints in a fair and professional manner (problem-solving)
High levels of self-discipline and organizational ability; with a focus on delivering promises
Willingness to challenge and to suggest alternative ways of doing things, and with a Continuous Improvement mindset and the ability to influence, negotiate and mediate effectively
Strong attention to detail, confidentiality, and professionalism
Excellent interpersonal and team building skills
Ability to maintain high level of accuracy
Time management skills
The above list of Core Accountabilities and Responsibilities is not exhaustive. The job holder is
expected to carry out other duties as reasonably assigned from time to time, in line with their ability. The Company reserves the right to vary the role content, within reason, with consultation and agreement, in accordance with business requirements. Porsche Centre North Toronto is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontario’s with Disabilities Act (AODA). If you require an accommodation please advise us in advance of attending the interview.
Porsche is an equal opportunity employer, and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, provincial or local law.
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