Customer Experience Coordinator

Job Summary:

Customer Experience Coordinator  assist in the driving customer satisfaction and loyalty across all departments, And understand the customers’ needs and requirements.  

They assist in challenging the dealership to provide customers with the best possible experience to make them feel appreciated, secure and effortless each time they interact with Mantrac. The Customer Experience coordinator assist in the refine of the  processes for collecting and documenting customer feedback and helps operational departments use this information to develop new sales/service offerings and improve the delivery of experiences. 

Roles and responsibilities:

• Assist in Developing CX competency across  Mantrac.
• Assist in Analyzing various client data input, determine key themes and choices.
• Assist in reviewing and measuring the client experience constantly, with defined KPIs.
• Assist in Developing Customer Experience program and Driving Engagement by connecting to key initiatives.
• Assist in Defining and communicating the Customer Experience (CX) vision in line with the business strategy and company values.
• Assist in Running Voice of Customer (VOC) surveys across various customer touchpoints (e.g. Sales, Rental, Service, Parts) to capture CX elements of loyalty and satisfaction.
• Assist in Developing a sold service recovery process to overcome any customer issues or complaints.
• Assist in Identifying , designing and rolling out any required training for Mantrac employees that will enhance CX and help them understand their role in it.
• Assist in CX management reports for project and VOC analysis indicating trends and highlighting improvement areas.
• Assist the Process owner for BDRs strategy, supporting marketing initiatives and managing marketing leads to be converted into sales leads.
• Assist in Conducting Voice of Customer and research and manage survey administration to measure and monitor customer loyalty and satisfaction levels.
• Assist in Partnering with Caterpillar to implement customer experience standards, then assist and support the deployment of strategies and practices aligned with these standards to enhance all customer touchpoints with the dealership.
• Assist in Collaboration with technical teams to align customer interactions and identify opportunities to develop services and solution offerings that address customer desires throughout the customer experience lifecycle.