Customer Experience Coordinator
Mississauga, ON, CA, L5R 4J5
General Summary
The Customer Experience Coordinator will be responsible for developing and implementing activities that initiate and strengthen the relationship between the Customer, KCA and its dealers. The incumbent will assist in creating a Customer Experience that meets Customers’ expectations for the purpose of increasing customer acquisition and retention. The incumbent will ensure all KCA department activities are on schedule and align with the overall CX strategy.
Essential Duties and Responsibilities
• Maintain, track and implement appropriate on-going programs and process improvements on all current CSI initiatives.
• Track results of CSI initiatives, where possible, to identify successes and opportunities for enhancement.
• Conduct, analyze and interpret data from various research tools such as KCA Internal surveys, JD Power, dealer data and other external sources.
• Collaborate with various teams within KCA/CX to compile and prepare multiple month-end reports for sharing with the executive team
• Acquire and continuously update KCA corporate knowledge about customer needs, motivations, and behaviours over the lifetime of their relationship with Kia.
• Development and implementation of special projects to increase dealer performance (CSI, profitability, retention, etc.).
• Work with internal, Head Office/Regional, and external stakeholders such as dealers/vendors.
Skills/Knowledge/Experience/Education Requirement
• 4+ years of progressive automotive experience.
• Advanced understanding of the Customer Experience.
• Advanced Microsoft Office skills with in-depth knowledge of PowerPoint and expert level skills in Excel (lookups, pivot tables, formulas)
• Proven strength in analyzing customer data for impact opportunities and affect change.
• Experience analyzing large amounts of data, utilizing data mining and analytical tools to make observations and distill down to the core message.
• Experience and / or understanding of dealership customer touchpoints.
• Ability to design and develop dealer/region action plans
• Experience working with multiple vendors and managing their invoices/POs
• Ability to work independently, influence others, and initiate programs.
• Tenacity to overcome obstacles.
• Ability to manage multiple urgent projects.
• Superior verbal and written communication skills.
• Bilingualism an asset (written and verbal).
• University or College degree in a related field or equivalent work experience.
• Organized and experienced in project management.
• Resourceful with excellent problem-solving skills. Able to do root cause analysis and create action plans.
Why Kia?
- We operate as a lean and agile team, recognizing the value of each individual's contributions.
- Experience the excitement of a fast-paced and growing organization.
- Gain exposure and a deeper understanding of your function and the business.
- Benefit from employee development and educational offerings.
- Join a workplace that fosters a sense of belonging and family.
- Be a part of the team behind AJAC's Best Car of the Year award.
Perks and Benefits
- Subsidized on-site company catered lunches and a hot beverage program.
- Employer-paid company health benefits, spending allowance, and RRSP matching program.
- Flexible work schedules and summer hours.
- Vehicle programs.
- Employee development programs and tuition reimbursement.
- SMART Casual Dress code.
- Employee lease and car purchase discounts; Friends of Kia discounts.
- On-site gym, ping-pong, basketball, and badminton court.
- Other company-provided perks.
Kia Canada Inc. is an equal opportunity employer who provides an inclusive and accessible environment for everyone. As such, we will accommodate disabilities during the selection process and we will collaborate with you to meet your needs. We thank all candidates for their interest; however, only those selected for an interview will be contacted. No agencies or phone calls please.