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Customer Experience Specialist

Kia Canada Inc.

This is a Contract position in Ont, ON posted September 9, 2020.

At Kia, we live and breathe our slogan
– the Power to Surprise.

As a brand with just over 20 years of presence in Canada, we are a young company with a fast-paced , collaborative and innovative workplace culture.

We’re creating award-winning products and redefining what value means in the automotive industry.

It takes a special group of individuals to do what we do, and we do it together.

Our people thrive on thinking differently and challenging the status quo.

We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

The Customer Experience Specialist will be responsible for developing and implementing activities that initiate and strengthen the relationship between the Customer and KCI and its dealers.

The incumbent will assist in creating a Customer Experience that meets Customers’ expectations for the purpose of increasing Customer acquisition and retention.

The incumbent will ensure all KCI department activities are on schedule and align with the overall CE strategy.

Responsibilities Analyze, recommend, and implement strategies to ensure KCI CSI objectives are met.

Maintain, track and implement appropriate on-going programs and process improvements on all current CSI initiatives.

Track results of CSI initiatives, where possible, to identify successes and opportunities for enhancement.

Conduct, analyze and interpret data from various research sources such as KCI CEP, JD Power, Maritz and dealer data.

Acquire and continuously update KCI corporate knowledge about customer needs, motivations, and behaviours over the lifetime of their relationship with Kia.

Development and implementation of special projects to increase dealer performance (CSI, profitability, retention, etc.).

Work with internal, Head Office/Regional, and external, dealers/vendors.

Other duties as requested.

Skills / Knowledge / Experience / Education Required 4 years progressive automotive experience.

Advanced understanding of the Customer Experience.

Advanced Microsoft Office skills with in-depth knowledge of Excel and PowerPoint (lookups, pivot tables, formulas) Proven ability to analyze customer data for impact opportunities and affect change Experience and / or understanding of dealership customer touchpoints Have implemented and managed using Action Plans Ability to work independently, influence others, and initiate programs.

Tenacity to overcome obstacles.

Ability to manage multiple urgent projects.

Superior verbal and written communication skills.

Bilingualism an asset (written and verbal).

University or College degree in a related field or equivalent work experience.

Organized and experienced in project management.

Experience analyzing large amounts of data, utilizing data mining and analytical tools to make observations and distill down to the core message.

Resourceful with excellent problem solving skills.

Able to do root cause analysis and create action plans.

Kia Canada Inc.

is an equal opportunity employer who provides an inclusive and accessible environment for everyone.

As such, we will accommodate disabilities during the selection process and we will work with you to meet your needs.

We thank you for your interest, however, only those applicants selected for an interview will be contacted.