CX Specialist

Location: melbourne
Salary: Competitive Salary
Job Type: temporary
Contact: Hong Silver
ABOUT THE COMPANY 
Our client is a global auto manufacturer who has enjoyed unrivalled market dominance for the last 30+ years. On a global scale, they have entered into a number of strategic partnerships and technology sharing arrangements to accelerate the development of platforms for commercial vehicles which support electric vehicles, fuel-cell, connected and autonomous driving technologies.  In addition to their market leading products, the business will be launching a new Customer Care Program which will offer a suite of innovative support and a level of customer care that’s setting new industry standards. With a key objective to communicate the brand’s unique value proposition, whilst optimising customer experience and acquiring market share, the business has solidified themselves as a premium brand in market.    
 
THE ROLE  
Due to the launch of this new Customer Care Program, the business is introducing a newly created CX Specialist to join the Customer Care and Marketing Team on a 12-month contract. Reporting to the Customer Experience Manager and working closely with Marketing colleagues, this fast-paced role will be responsible for end-to-end project management across the new launch of the Program.  
Through working with relevant third-party providers (including training and e-learning consultants, creative / social media agencies, mystery shopper providers, signage specialists and NPS agencies) and internal stakeholders, this position will deliver excellence at all touchpoints ensuring these are in line with budget expectations, brand guidelines, and time frames. 
 
 
KEY RESPONSIBILITIES  
  • Coordinate program facilitation to implement new dealer practice accreditation and implement new internal practices. 
  • Project management between vendors and third-party relationships 
  • Act as brand champion to ensure 100% compliance with project rollout 
  • Work closely across the CX and Marketing team to delivery and amplify communications in line with business objectives  
  • Develop a strong understanding of all relevant dealership channels 
  • Competitor analysis identifying risks and opportunities 
  • Work with the research and insights team to measure the brand strength within market and identify how to improve positioning 
  
SKILLS / EXPERTISE REQUIRED  
  • 3+ years in a marketing or business environment with strong portfolio management 
  • Experience managing external vendors and budgets 
  • Consumer centric mindset 
  • Excellent stakeholder management skills and experience working in a cross functional environment 
  • Excellent project management skills 
  • Ability to effectively utilise data and insights 
  • Excellent communication skills, influencing skills and presentation skills 
  • Automotive industry knowledge desirable but not essential 
  
CULTURE 
This role will be well suited to a proactive, consumer centric candidate with a can-do attitude and hands on approach. You will have strong stakeholder, project management and influencing skills with the ability to bring stakeholders on the journey with you. You will enjoy working collaboratively in a cross functional environment as well as with external suppliers. You will be comfortable to manage ambiguity as well as challenging the status quo and thinking outside the square, driving to deliver exceptional customer experience. Internally, the team enjoy a culture driven by quality, innovation, and exceptional customer experience. The business is proud of their collaborative culture and their investment into learning and development, celebrating wins, building strong teams and career development. 
  
HOW TO APPLY 
Click on the APPLY button or contact Hong Silver at Six Degrees Executive on 03 8613 3500 or hongs@sixdegreesexecutive.com.au for a confidential discussion.
Apply now