Share this Job
Apply now »

Customer Experience Specialist

Be part of the change.

Nothing beats being part of positive change. We’re on a truly exciting journey, working together in a fast-paced global environment to break new ground in almost every aspect of our operations. Right now, we have an exciting job opening for you in [[filter2]] .


Volvo Summary: 

  • Volvo’s mission is to be the world’s most progressive and desired premium car company and to make people’s lives less complicated. Here at Volvo we are looking for individuals that want to be a part of this progressive change as well as be talented, committed and fun spirited when joining our globally diversified workforce. Employees at Volvo Car Inc. are the key component to our current and future success. We still continue to follow the initial core values instilled by our founders Assar Gabrielsson and Gustaf Larson (Gothenburg, Sweden Circa 1927). Everything we do here at Volvo starts with people in mind. We are looking for employees who are analytical, interpersonal, technical and teamwork driven to join the Volvo family and by providing our employees with a foundation for success we can help develop the latest and greatest innovations to the car manufacturing market.

Job Summary:

This position is responsible to work with VCC, North American Retailers and the Field to develop process improvement initiatives to drive customer experience and customer satisfaction. This position is also responsible for managing the Volvo Customer Satisfaction Program (CEM), JDP SSI and Business Management Reports as benchmarks and works to develop systematic methods and dealership operational processes to improve customer satisfaction, loyalty and profitability.


Primary Responsibilities:

  • Responsible for Network-driven evolution of Customer Satisfaction & Loyalty efforts to provide competitive advantage to the Volvo brand.
  • Responsible for collaboration with Training manager with curriculum development for internal and Retailer personnel.
  • Liaison to VCC Global Sales personnel and process programs.
  • Develop best practices that focus on improved systems, processes and management methods that enhance retailer profitability, productivity and efficiency within the Sales department.
  • Communication of best practices to the field and Retailers, and document them in the Best Practices Development website. Work with and through the Retail Product & Process Managers to implement the best practices at Retailers.
  • Communicate purpose and goals of CEM program, as well as provide meaningful and actionable information, to internal organization, field and Retailers.
  • Management of vendor relationship to optimize the developmental and analytical resources directed towards improving customer satisfaction and owner loyalty efforts.


Key Competencies/Abilities:

  • Minimum three years related work experience including Field and/or Retailer sales, business operations experience.
  • Excellent knowledge of Retailer programs and practices.
  • Excellent knowledge and recognition of industry customer experience benchmarks.
  • Ability to work well under pressure.
  • Strong analytical and negotiation skills
  • Excellent communication and presentation skills
  • Ability to identify patterns and formulate solutions.
  • Strong ability to influence people to accept new ideas


Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.

Rockleigh, NJ, US

Job requisition ID:  24937

Nearest Major Market: New York City

Apply now »