Nissan Hiring for Customer Quality Manager (Saudi National Preferred) Job at Jeddah Full Time

Position grade: Manager

Reports to: Deputy General Manager, Customer Quality & Training KSA NSC

Department: Dealer Network Development, CQ & Training KSA NSC

JOB PURPOSE:
Improving Brand Image

Achieve objectives through ‘implementation of highest standards at Sales and Service Outlets’, resulting in strong Nissan Image

Improving Customer Satisfaction

Achieve objectives through ‘customer treatment that is professional and caring, at all Sales and Service Outlets’, resulting in higher Customer Satisfaction

Enhancing Business Performance / Profitability

Establish ‘customer-centric organization and processes’ whereby Customer Satisfaction is translated to Purchase Intention, Repurchase Intention Service Retention

Functional Objectives:
Improve CS perception through enhancement of operational / frontline processes at NSC & Branches / Outlets

Enhance customer Brand experience through effective follow through of 6 implementation at NSC / Branch level

Manage and oversee the implementation of Nissan global initiatives in the KSA market Manage NKSA call centre & Achieve monthly and annual KPI’s

LEADER

DRIVING all the activities (totality) of the CS Management

Cascade down NSSW Program to all levels of operation

Establish down-the-line Responsibility & Accountability

Set detailed CS Targets (Sales & AS)

Create Motivational Schemes for Operation Management, Frontline, Outlets, F-1 Teams, etc.

STRATEGIST

Adopt Nissan NSSW strategies into NSC Corporate strategies

Forecast Customer Trends

Direct & Monitor Training Needs

Contribute in the dealers manpower qualifying and enabling

ANALYST

Macro & Micro Analysis (CS Syndicate / Monthly CS Survey / Mystery Shopper Results, Training…)

Action Plan Effectiveness

Customer Expectations, Trends

Competitors Activities

Quantify the correlation between CS levels and revenue fluctuation

COACH

Guide for CS Enhancement / Management Core Activities and Sales & Service Processes at Outlets (DPR)

Help dealers top and middle management in developing an effective action plans address the weaknesses and follow up the implementation

ACTIVE COMMUNICATOR

Cross-Functional, Cross-Cultural

Key Person at NSC for all NSSW / CS communications

Executive Reporting to NSC Top Management & Nissan

Banker of NSSW Best Practice

EVALUATOR

Implementation of NSSW across NSC

Standards and Processes Implementation

CS Enhancement Action Plans Implementation & Progress

Training Effectiveness Retail Visual Identity policy Implementation

Continually identify opportunities to improve the customer experience

Deliver change initiatives identified internally or from external good practice to support these opportunities

Develop capability and motivate Ambassadors from the from the field force team to support the delivery of projects

Influence senior stakeholders and staff to support and deliver proposed improvements via the appropriate channels and processes

Use Net Promoter Score and other tools to measure improvements over time

Strategic Activities:
Develop annual CS Business Plan at NSC and Outlet levels

Promote Self-Controlled PDCA Management at NSC and Outlet levels (SALES & AFTER SALES)

Ensure NSC full compliance on N-CAM Standards through proper coordination with respective N-CAM window persons (Marketing & Sales / After sales)

Enhance CFT activities with NSC Operational Departments

Guide NSSW Outlet Drivers in conducting CS activities at priority Outlets

Establish effective Accountability & Recognition Schemes in relation to CS performance

Strengthen NSC / Outlets customer handling skills through effective and timely feedback of known frontline personnel weaknesses to NSC Training function to be used in developing customized training program

Intensify Market Intelligence on competitor CS activities.

Monitor compliance on R-VI implementation plans and policies at NSC’s

Educational background, qualifications:
Experience, other skills:
experience in customer service management

experience in developing others

Able to analyze customer metrics, including Net Promoter Score

Challenges all processes that impact our customers receiving the best possible experience

Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements

Implements and monitors improved governance, standardized process and procedures

Leads the development of new solutions to meet customer’s changing expectations

Computer skills/languages:
Microsoft Outlook, Word, Excel, PowerPoint, CRM systems

Saudi Arabia