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CX Advocate - West

We are looking for a seasoned, passionate, and enthusiastic Customer Experience advocate to provide Customer Experience trainings and coaching to Volvo cars retailers.


The Senior Specialist, Customer Experience Advocate is a self-starter and retailer facing Volvo brand ambassador responsible for in-retailer trainings / facilitations related to Customer Experience for Sales and Service incl. product knowledge, sales & service operational processes, and dealership soft skills abilities.


This position is pivotal and instrumental to enhance processes, help cultivate customer centric culture, and identify opportunities for continuous improvement at Volvo retailers. 


The CX Advocate will implement in-retailer trainings / facilitations under the direction of Manager, Customer Experience Advocates West to support Volvo Cars retailers in their strive for customer experience excellence.


Our welcomed new team member will:

  • Ensure successful deliveries of in-retailer trainings to all Volvo cars retailers as scheduled.  
  • Responsible for in-retailer trainings related to product information, specifications, differentiations and functionalities across the entire Volvo product lineup & new launches.
  • Responsible for in-retailer trainings related to CX and consolidate CX best practices in business areas such as New Vehicle Sales, CPO, Service, and F&I etc.
  • Conduct training sessions on a need be basis for focus stores and/or retailer groups.
  • Work as the subject matter expert to provide CX related consultations as needed.
  • Identify training needs and areas of improvement and provide feedback to Manager, Customer Experience Advocates.
  • Analyze retailers’ performance via their OSAT survey and JDP syndicated surveys to improve the retailers’ CX performance.
  • Collaborate with retailers on training session scheduling to ensure maximum participation and engagement.
  • Ensure ultimate training quality and experience for retailer staff.
  • Develop and implement improvement plans based on the training survey feedback.
  • Create a customer-centric environment in each training session.
  • Collaborate with regional staff to cater their CX training needs.
  • Provide feedback on improved systems, processes and management methods that enhance customer experience, productivity, and efficiency within the retail stores and digitally.
  • Support internal CX projects and initiatives as needed.


What you will bring to Volvo:

  • 5-8 years related work experience including field and/or retail sales, training, and business operations.
  • Customer experience minded, strong interpersonal skills, and can-do attitude.
  • Experience in facilitation and training execution.
  • Strong interpersonal/communication/presentation skills.
  • Excellent knowledge and recognition of industry customer experience benchmarks.
  • Ability to interact with all levels of personnel with a positive teamwork attitude both at dealerships and in corporate office.
  • Ability to manage multiple demands of competing priority from a variety of interested parties (retailers, Volvo cars USA, Regional Team, etc.)
  • Ability to work well under pressure.
  • Proficient in Microsoft Office (Excel, Word, & Power Point) and Outlook
  • Valid US driver's license with a clean driving record required
  • Retail experience with luxury brands is preferred.


This role can locate in the metropolitan areas such as Denver or Seattle. 80%-90% Travel is required.

Home Based, US

Job requisition ID:  68646

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