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Customer Experience Section Manager

Date: 03-Apr-2019

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Customer Experience Section Manager 
Department:UK - Customer Division (30000009) 
Job Location: Bracknell (UK-BRCK) 

Role:

 

One of Honda’s key global objectives is to provide the very best customer experience through our dealer networks for Car, Motorcycle and Power products.

 

The Customer Experience Section Manager is at the very heart of realising this objective for the European region by understanding what our customers want and helping to shape local and regional strategies to continuously improve our levels of customer service.

 

To achieve this you will need to be able to manage and influence at many levels. From running the Honda Customer Satisfaction (H-CSI), Competitor Satisfaction (C-CSI) and other surveys, to using their results to continually drive improvement activities at all levels in the short and long term.

 

As an essential part of the Honda Excellence vision, you will regularly demonstrate the ability to inspire and persuade senior management within HME, Branches and Distributors, while understanding differing business priorities and cultural differences in order to succeed.

 

Main Responsibilities:

  • Manage the Honda Customer Satisfaction survey system, the Competitor Satisfaction survey, and other surveys (as requested)
  • Provide interpretation of survey results and make recommendations for improvements
  • Develop Customer Experience improvement, and best practice activities and implement at regional level
  • Provide regular reporting and analysis of CSI performance to HM Senior management with details of full PDCA follow up activity to deliver a superior Honda Customer Experience
  •  Set, agree and monitor Customer Satisfaction and Dealer participation targets with Branches
  • Encourage full programme engagement within HME Branches and Dealer networks
  • Support Area Managers engagement and expertise with the H-CSI system and improvement activity
  • Work with other HME teams to maintain an understanding of current and future customer programmes and activities and assess the impact on Customer Experience
  • Proactively manage the suppliers of CSI services against agreed SLAs and using the QCDM methodology
  • Manage the Customer Experience Budget (approx. £400k per year)

 

Qualification, Experience and Skills

 

  • A Customer-first thinker
  • A clear and realistic understanding of the operational reality of a dealership
  • The ability to enthuse, motivate and stimulate others
  • A strong record of project management experience and analysis including the ability to build and deliver clear presentations
  • Self-motivated and confident personality with excellent communication skills at all levels.
  • Has the ability to negotiate, communicate, engage, influence and motivate at every level in order to drive improvements in Customer Experience
  • Full understanding of strategic direction, combined with commercial thinking and organisational capabilities
  • Able to demonstrate the use of Honda philosophy
  • Results orientated, comfortable with prioritizing tasks and working to tight deadlines
  • Willing to work within a team and collaborate on projects
  • Budgetary management experience
  • Agency management, including contract negotiation
  • Ability to travel as required
  • Educated to University degree or equivalent level

Honda Motor Europe is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.


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