TOYOTA is one of the world's largest automobile manufacturers and a leading global corporation. Founded in 1937. Toyota now sells vehicles in 170 countries and employs over 300.000 people.
Based in Brussels, Belgium, and staffed by 2.700 people and more than 60 nationalities,Toyota Motor Europe (TME) handles the wholesale marketing of Toyota and Lexus vehicles, parts and accessories, and manages Toyota's European R&D, manufacturing and engineering operations.
Sr. Manager Customer Relation/Customer Satisfaction Job Description
Team/division description:
- The Customer Relation Department and Customer Recommendation Department are strongly customer focused areasworking closely with National Marketing and Sales Companies (NMSC) in providing systems and training to the networkfor better customer care and recommendations. Both departments use the voice of the customer to drive the business.
Your responsibilities:
- You will lead the combined departments of Customer Relations and Customer Recommendation.
1. Customer Relations
- Develop NMSC capabilities by devising, communicating and training minimum standards for customer handling, ensuring full achievement of Toyota Motor Corporation Japan (TMC) Global Customer Relation survey implementation and adaptation to European needs
- Provide a tool to gather voice of the customer
- Meet and negotiate with TMC Customer Relations (CR) on future European directions
- Control the Risk Management in line with Quality, Legal and PR divisions
Top management case handling
- Closely follow up and coach team members to handle top management cases
2. Customer Recommendation
- Proceed to realise and govern the road map for Recommendation project for the following years
- Initiate Plan/Do/Check/Act (PDCA) activities
- Support Sales and After Sales business growth using Recommenders
- Continue to build strong relationships with NMSC CR responsible and chair Recommendation Board Strategy
- Integration within the Consumer One organisation of both Customer Relations as Customer Satisfaction departments
- Devise a plan to merge the operations and use the synergies for common projects
- Create the future strategy of customer care activities in TME and interactions with NMSC within the 2020 midterm business plan
Staff training/team development
- Create skill matrixes for the ideal positions within the departments
- Define the necessary skill upgrades for each member putting the right person on the right place for staff motivation and departmental efficiency
- Coach the staff to become NMSC trainers in the area of Customer handling techniques
Sr. Manager Customer Relation/Customer Satisfaction Job Requirements
Your profile:
• University degree
• Experience in customer driven business
• Familiar with Net Promotor Score
• Automotive knowledge is an advantage but not mandatory
• 5 years of expertise in handling customer complaints
• 10 years of experience in various CRM related organisations
• Ability to teach/coach the members and carry over customer handling competencies
• Strategic thinking for long-term solutions
• Service oriented
• Good Project Management skills
Place of Employment: Belgium - Brussels (Evere): Toyota Motor Europe, Head Office
Sr. Manager Customer Relation/Customer Satisfaction Application Information
Please apply with your CV and cover letter by the 'apply' button below
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Sr. Manager Customer Relation/Customer Satisfaction Summary
| Education Backgrounds: |
Business Engineering
Mechanical Engineering
|
| Specialties: |
Automotive
Management
Sales / Communication
|
| Education Level: |
Undergraduate (Bachelors)
Postgraduate (Masters)
Doctorate (PH.D)
|
| Experience: |
0 - 2 years
2 - 5 years
5 - 10 Years
|
| Languages spoken: |
English
|
| Job Location: |
Brussels, Belgium |
| Keywords: |
customer, satisfaction, automotive, crm, project, management |
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