Dealer customer satisfaction management which includes potential customer, test drive, sign-up and delivery.

•Responsible for dealer customer satisfaction management policy.

•Calculate dealer SSI, NPS score.

•Set up measurement methods, KPIs and report templates for dealer’s operational quality (customer satisfaction) according to dealer competence level.

•Pro-actively work with involved dealers to anticipate customer issues and drive actions to improve customer satisfaction and achieve quality goals.

•Suppliers’ selection and management.

Customer feedback follow-up.

•Working with on-site coaching team to motivate and push dealer management team to fulfill the KPIs and to improve dealers operational quality

•Developing dealer quality improvement concept and programs including dealer on-site coaching approach and working tools.

Participating in cross-departmental projects based on the level of knowledge (retailing, consulting, etc.) if and when required.

Other assignments from the supervisor.

Key Performance Measurement

•Accuracy, completeness and timeliness of dealer quality info. analysis and KPIs reports such as SSI score, NPS, etc.

•Reports making and releasing for dealers and VCDC

Low score cases follow-up timely

Requirements

•Bachelor degree or above

•At least 5 years working experience in automotive industry, either at international manufacturer or dealer group in sales, after-sales or dealer management function.

•Strong end-to-end project management skills

•Self-reliant and result-driven working style with good planning and organizational skills

•Fluent written and spoken Chinese and English are essential

•Proficient with MS Office tools (esp. MS Word, Excel and PowerPoint)

No obstacle to travel often within China