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Employment Opportunity

  • Title: Customer Insights Manager (Bilingual)
  • Employer: Audi Canada
  • Display Date: 2019-08-12
  • Location: Ajax, ON
  • Salary: Not available
  • Preferred application method: temps plein


Job Description

Customer Insights Manager (Bilingual) - AUD001144
Primary Location: Canada-Ontario-Ajax

Audi Canada

Some call it work. We call it passion.

We could offer you an ordinary career.

Trouble is, we only deal in the extraordinary.

Audi stands for Vorsprung durch Technik. Progressive. Sophisticated. High Performance. Passion. Uncompromising standards.

Just as Vorsprung brings out the best in vehicles, a career with Audi can bring out the drive and dedication of some of the finest people around. The Audi family recognizes the fact that even though we craft some of the finest vehicles on the planet, our work would be in vain without the people we serve, and the people with which we share our passion.

Become a part of the Audi success story full of growth opportunity and personal career development. Join a team of performance driven professionals who value motivation, responsibility, collaboration and exciting work. Audi, with its leading global presence, offers its employees numerous developmental opportunities locally as well as internationally.

We are currently looking for a
Customer Insights Manager (Bilingual)
in our Canadian Headquarters in Ajax, Ontario

As a Customer Insights Manager (Bilingual), you will reinforce the concept of customer delight within Audi Canada and drive the Kundentisch (Customer experience continuous improvement) with dealers and at Audi Canada. You will champion the Audi customer experience, as well as, identify the situations and scenarios that inhibit the desired experience; make recommendations to improve processes/policies to meet consumer needs.

Reporting to the Manager, Customer Experience, you will reinforce customer delight with both the field and dealers and drive positive change throughout Audi Canada. As the process leader for Kundentisch process, you will work with both with dealers and area field teams, including escalating opportunities to improve the customer experience as well as communicating best practices. Additionally, the Customer Insights Manager will provide support to field teams to maximize their customer experience effectiveness.

Primary Responsibilities:

Responsible for the implementation of the customer experience continuous improvement process (Kundentisch); serve as the interface for individual dealer level continuous improvement process sessions and HQ; requires tracking of issues/resolutions, best practices and escalation/reporting to National.
Support Customer Buy Back via Post analysis investigation (with Field Team) of cause and determine corrective actions for Audi/dealer, provide learning back to organization and potential customer experience improvement topics
Conduct post issue analysis to identify and escalate core inhibitors to customer satisfaction
Develop Best Practice updates and distribute to promote improvements across the network
Assist with pilots for Customer Experience innovations
Create and manage a dealer escalation index
Work with the dealers, fie ld teams and the Audi customer call center to improve processes ensuring that customer advocacy is in place.
Amplify the voice of the customer, serving as the liaison for customer information, insights, Key Performance Indicators (KPI's) and metrics.
Provide the insights for the Field/Dealers to maximize customer retention and profitability.
Key liaison to the Audi Call Center and field representative as part of process improvements between customer relations, area team and Dealers.


What we’re asking for:
Bachelor’s degree required
A great attitude and proven ability to be an effective business partner, team player, and collaborator
5+ years of automotive experience, including operations background in Sales or After Sales or both; case management experience helpful
Experience with retail, hospitality and/or wholesale industry with a strong emphasis on
customer service related functions
Knowledge of luxury market and consumer needs /expectations
Proven success in process innovation—targeting business opportunity and addressing with process improvement
Partners at all levels of the organization, with ability to negotiate and influence to achieve results
Excellent communication skills—interpersonal, presentation and written; Fluency in French and English required
Proven track record in developing strong working relationships across many layers of an organization and across cultural boundaries
Analytical and conceptual thinking—using logic and reason, creative and strategic—as well as creative thinking with the ability to develop new solutions to drive and inspire customer enthusiasm and increase loyalty
Proven leadership, resource management and integration—joining people, processes or systems—skills
Strong computer skills including in the use of software
Flexibility for overtime as required

What you’ll get in return:
The opportunity to shape and grow an exciting, world-class brand that has huge ambitions in Canada
A flexible, collaborative, dynamic, and fast-paced work environment with an award-winning employer
Many opportunities for personal and professional development
Opportunities to participate in exciting brand and company events that give back to the community
Competitive employer paid benefits, pension and compensation package
And much, much more!
**Please note that we appreciate the interest of all candidates, however only those under consideration will be contacted.

Additional information: Volkswagen Group Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Recruiter who will consult with you to determine an appropriate accommodation.

To view the original job posting and apply for this position, please follow the link below:

Expiration Date: 2019-08-26