Manager Retail Quality & Customer Experience

The role of Manager Retail Quality & Customer Experience comprises the responsibility for the global Customer Experience Monitor Programme (CEM), business management analysis of dealer performance data based on composite systems, Global Dealer Standards, Dealer Terms and Conditions as well as the Volvo Customer Experience Programme (VCE).

A crucial part of developing the and modernizing the future Volvo way to market is about
. Ensuring a premium quality of the dealer network and
. A unique and differentiated way of engaging and communicating with our customers.


Purpose

The Manager Retail Quality & Customer Experience has a diverse set of responsibilities and will be supported by a team of two people.

Next to managing the team, the Manager for Retail Quality & Customer Experience will need to continue and expand the roll-out of the Volvo Customer Experience (VCE) to further strategic markets.

Additionally, the Manager for Retail Quality & Customer Experience will be responsible for identifying trends in the area of retail environment and customer experience, sharing best-practise between markets, analysing and selecting those trends and developing proposals how they can be applied and integrated in the Volvo dealer network.

Main Tasks and Responsibilities
. Manage team responsible for Dealer Standards and Customer Satisfaction including triggering regular process to define annual objectives as well as following
. Develop reporting format for quarterly Business Management KPI Scorecard on NSCs level
. Ensure quarterly reporting of CEM and Business Management data to MSS management
. Deploy regular process for auditing Dealer Standards, liaising with NSCs and following-up actions
. Deliver and drive roll-out of VCE programme in pilot markets with agency partners as well as expand to other markets (based on business case)
. Measure success of VCE programme based on defined KPIs throughout all participating markets and substantiate business case for investment
. Deploy annual process for defining Dealer Terms and Conditions as well as development of remuneration models for sales through online channel
. Regular reporting into organization of Quality Transformation regarding progress of dealer network quality and improvements in customer satisfaction
. Attend forums and conventions regarding current and future developments in retail business and customer satisfaction.
. Plan and manage budget for projects responsibly including monthly/quarterly reviews.


Reporting lines
. Based in Sweden on a local contract the Manager Retail Quality & Customer Experience reports to the Director of Global Network Development
. Internal Sources: business relation with Sales Regions, NSCs, market functional areas (primarily network development, customer service, sales, marketing, competence development, Regional and Hub Market Management teams); business relation with all MSS areas - Finance, Customer Service, Sales, HR, IT Marketing (CRM); business relations with other VCC areas - quality, others
. External - 3rd party suppliers and agencies supporting the development and implementation of processes and projects; competition benchmarks


Required Qualifications
. Customer-centric mindset and high level of outside-in thinking
. Very good understanding of world-class customer experience within as well as outside the automotive industry
. Inspire and innovate current set-up and propose best practices from other industries
. Analytical skills with ability to distill key messages for MSS Management
. Excellent project management skills with proven experience of leading/managing successful cross functional projects
. Understanding of automotive and retailing strategies and operations gained through Market experience (i.e. Sales Company/Dealer)
. Competent leader and negotiator with the ability to interface and develop positive relationships within organization
. Positive thinker with win/win approach
. Very good communication skills
. Ability to lead external agencies with focus on delivering results
. Structured, process and results orientated thinker with a passion for excellence
. Ability to work on own initiative (self managed) but also to effectively within the team
. Strong competence of delivering positive change across organisational boundaries
. Strong team player and capability to lead team and give direction as well as collect feedback and thinking out of the box.


Duration
. Start date: immediately



Please contact:
Andreas Schlegel , tel +46 766 210 889
Anna Cornér Hansson, MS&CS HR Business Partner , tel +46-31- 32 57463

We want your application at the latest 2015-06-05.
Use the electronic application-form