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Customer Experience Specialist

It's not about cars. It's about people.

Our human-centric focus is what makes us different from all other car companies, and it’s at the heart of everything we create. If you want to join us in our mission to make people’s lives less complicated, we offer you a chance to grow together with talented people who want to make a true difference.


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 Brand Standards Program, JDP retailer consultations, and consolidates multiple customer satisfaction data points to develop a customer experience dashboard, including Volvo and competitive benchmarks. The Specialist will also work to develop systematic methods and dealership operational processes to improve customer satisfaction, loyalty and profitability.


Primary Responsibilities:

  • Responsible for Network-driven evolution of Brand Standards and the JDP retailer consultation program
  • Develop innovative ideas to improve Customer Satisfaction & Loyalty efforts to improve competitive advantage for 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 Brand standards 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:  26944
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