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Location: Shanghai, 31, China
Date Posted: Nov 5, 2020
We are pleased to announce the opening of the Customer Experience (CX) Consultant position with the Asia Pacific Distribution Services Marketing & Operations Support department. This position is open to local payroll candidates in Singapore or Beijing/Shanghai or Melbourne/Brisbane locations.
JOB PURPOSE: As a Customer Experience Consultant at Caterpillar, you will be the subject matter expert and be responsible for developing dealer capabilities in executing the customer loyalty survey programs, developing and executing CX strategy, service recovery process, designing and implementing set of standards to ensure consistent customer experience, identifying key loyalty drivers and customer centric KPIs; thereby supporting dealers to progress in the Marketing & Sales Excellence Program requirements and embedding CX culture at dealerships. You will work closely with districts, global CX team, industry segment partners, dealer senior leadership team on a frequent basis across all lines of business to identify opportunities and improve dealer performance in support of Enterprise Services Growth strategy.
Develop and grow relationships with Cat dealers focusing on CX. Ensure timely support and feedback to DO, Industry and dealers on all CX issues.
Support for Dealers and Districts in developing and executing service recovery process based on transactional survey and complaint management to improve/sustain customer loyalty.
Understand key Customer issues by segment through a detailed and regular analysis of loyalty results.
Identify potential areas of improvement and run projects that enhance our customer experience, improve CAT/Dealer parts and/or service transactional processes in ways that complies to customers’ expectation and differentiate us from our competition.
Provides training to Districts and Dealers on how to analyze loyalty data, develop action plans based on analysis, identify key loyalty drivers, customer centric metrics.
Educate dealers on developing CX Strategy and how to design and implement internal standards to ensure consistent customer experience.
Collect and share Dealer initiatives and best practices on critical touch points with customers.
Support Districts and Dealers to set up Continuous Improvement process at the Dealership.
Connect the quality of experiences across the Customer Lifecycle and their link to our organization's CX metrics and business results.
Work with Enterprise business partners and customers to facilitate and share analysis on initiatives and best practices across internal partners and dealers to improve marketing effectiveness.
Excellent working knowledge of the dealership sales, rental, parts and service organization
Industry /Product/ Dealer Understanding - Possesses knowledge of the product, industry, dealer network, and matrix
Customer Experience knowledge/experience
Fluency in written and spoken English.
High sense of urgency to accomplish projects
Ability to work independently
Strong time management skills
Effective communication and relationship building & public speaking skills
Willing to travel as required, up to 50%
Understanding of 6 Sigma /Services Marketing principles would be an advantage
This position reports to Jasmine Teo, Marketing & Sales Operations Manager. We are not considering ISEs for this position. If you wish to apply for the position, please apply via Taleo before the closing date.