Customer Excitement Manager – Porsche

Aberdeen

Up to £25k basic + £4k bonus opportunity+ Excellent benefits

Monday to Friday

Peter Vardy Ltd is a young, innovative, and fast paced, family run company – here to push boundaries to ensure we remain the best at what we do – selling cars. We are leading the revolution to create a future full of ambitious and determined individuals in the automotive industry.

Our Porsche site in Aberdeen is currently looking for a Customer Excitement Manager to join the team on a full time permanent basis. The Customer Excitement Manager serves to ensure a high quality customer experience between the customer and Porsche within the Porsche environment. The chief role of the CEM is to build brand loyalty through the full-cycle customer experience. The role sits across the Sales and Service departments and maintains proactive relationships with key
customers, staff and managers serves in handling complex queries and customer relationship management. With a passion for creating great experiences for customers.

• The Customer Experience Manager is a champion for the customer, working interdepartmentally to maximize the Customer Experience
• Spearheads resolution of all customer concerns in both the Sales and Service departments, handling the process for open case alerts and resolution in Passion.
• Daily analysis of dealership CSI metrics via Passion site. CEM should be the dealership’s point person for identifying opportunity areas and suggesting process improvements. Associate recognition for exceptional customer satisfaction performance as well as mentoring for underperformers should be part of DCEM’s role.
• CEM meets daily with dealership management to discuss CSI performance and roadmap improvements
• Responsibility for all dealership maintenance initiatives including overall facility cleanliness and amenity offerings. Emphasis on ensuring that amenity offerings are indicative of a luxury
  brand is essential.
• Awareness of telephone and email etiquette of fellow team members and training of these basic business disciplines when needed. CEM may conduct mystery shops regularly to fully
  understand the experience from the customer viewpoint.
• Coordination of the dealership’s reputation management strategy including daily monitoring of common customer review sites such as Google, Trust Pilot and Facebook. Ensure an
  acceptable response time is achieved and internal escalation process is enacted when needed.
• Use of Porsche Reputation Management Scorecard

• Full UK Driving Licence
• Exceptional customer service experience essential
• Knowledge of operation automotive processes
• Collaborating with variety of roles to establish a unified strategy approach
• Ability to be assertive and influential with senior leaders in the business.
• Organised and exceptional attention detail
• Ability to adapt to change and differing business demands
• Ability to prioritise and manage your time effectively
• Analysis and problem solving
• Excellent communication skills both verbally and written

Your Net Better off – the Peter Vardy difference!

• Industry leading compensation package - you’re in control of your earnings!
• 30 days holiday rising with length of service
• World class training delivered by the PV Academy to enhance your career
• Employee discounts & lease cars options through the PV Cares scheme
• High Flyer Incentives – would you like to win a trip to Vegas?
• Generous Colleague Referral Scheme
• Company uniform provided
• Pension & Life Assurance
• Enhanced maternity & paternity leave
• Access to the PV Wellbeing Centre – MOT & In house counselling services
• Colleague events – Family Fun Day, Annual ball, Christmas party - yes we like to have fun!

If you would love to be part of our Peter Vardy family, please APPLY now with an up to date copy of your CV. We look forward to hearing from you soon.

Peter Vardy is an equal opportunities employer. Everyone is welcome here, as long as you have the drive and passion to succeed, then we would love to hear from you.