Senior Specialist/ Manager Customer Experience
Porsche Asia Pacific, Singapore

Tasks:

• Implement the regional strategy and ensure cross-functional integration, management, and planning for a best-in-class Customer Experience across the customer journey, maximizing customer excitement at each individual touchpoint
• Manage and develop the Customer Experience function to enhance performance by setting clear KPIs and measuring against these on a regular basis to ensure continuous improvement
• Work effectively with all peers and teams in Marketing, Business Development, New Business Fields, Sales, and Aftersales along the value chain to negotiate and influence improvements in the Customer Experience
• Define and support omnichannel programs designed to convert, retain, and grow existing and new strategic customer groups
• Establish and maintain efficient and effective customer service processes across channels to ensure any concerns are addressed and resolved in a timely and appropriate manner
• Review industry best practices and use customer insights and analytics to identify organisation-wide improvement opportunities and present these to management

Requirements

• Bachelor’s or Master’s degree in Business Administration, Management Studies, or other relevant degrees
• Minimum 5+ years relevant working experience in luxury automotive, premium aviation, or related business area
• Very well-established project management and data analytical skills, and aptitude for technology and systems
• Highly motivated team player with excellent communication and interpersonal skills
• Fluency in written and spoken English as a minimum; additional, regional language skills advantageous
• Willingness to work in a multicultural environment and to travel within the Asia Pacific region and Europe

Job Rewards and Benefits