Customer Experience (CX) Supervisor

Let’s create the future together

At Volvo Cars, we believe that being curious and truly committed to understanding people is the key to future success. We are people who care about other people, working together to create new technologies and innovations for safe, sustainable and convenient mobility. Want to join us?

Volvo Car Turkey – Let’s introduce ourselves

We are a National Sales Company responsible for all finance, sales, marketing and operations activities of Volvo Cars in Turkey. We are currently hiring a Consumer Experience Supervisor in our CX&Marketing Team. You will report to CX Manager and be based in Istanbul.

What you’ll do

As the Customer Experience (CX) Supervisor, you’ll be responsible for the Customer Experience processes. You’ll lead the consumer experience strategy and show ownership of the CX projects besides transforming, developing and designing consumer journeys. 

You will be responsible for:

• Managing the customer relations and experiences of Contact Center, Roadside Assistance and Retailers
• Developing customer feedback systems, analyzing the collected data and creating sustainable action plans
• Checking the systems built on Customer Experince to see if they are GDPR (KVKK) compliant
• Identifying customer mapping in Sales and After Sales processes and removing barriers for all personnel working for a much more effortless and accurate customer experience
• Cross-functional communication with Volvo Cars departments and with many different stakeholders to improve business processes
• Management of legal cases and making decisions with the legal team

What you’ll bring

This is the right role for you with minimum 3 and up to 8 years of experience and a passion for delivering customer experience. You have university degree in Engineering, Business Management, Marketing or similar fields.

You are curious about consumer trends, and ensuring services and experiences are innovative, commercially solid, and ready to build within the real world we operate within. You have ability to map and analyse customer journeys and convert insights into improvements and new opportunities based on behaviour data from different sources. You are used to use Microsoft Office tool especially Excel and PowerPoint. Fluent communication skills in Turkish as well as in English is also a requirement for this role.

It’s an advantage if you also have:

• Experience in data analytics, consumer experience developments and enterprise solutions (CRM, DMS, Data warehouse, BI Tools, Salesforce.com)
• Experience in automotive industry
• Experience in compliance with KVKK & GDPR
• Experience in Customer Care
• Ability to grasp complex business and complex data into efficient solutions

Who are you?

We are looking for you who enjoys working in collaboration and communicating with many different stakeholders. You have strong analytical skills with a combination of consumer centric approach – always with customer demand at heart. You love to come up with ideas, take initiative and contribute to doing things in a new way that adds value to your area and continuously learn and develop. 

Want to know more?

We welcome you to apply in English by 8th of November at the latest. Please apply through the provided link. Applications submitted via email will not be retained or taken into consideration. Once you receive a confirmation email from the system, your application will be acknowledged. We will be continuously screening CVs, so don’t wait too long with your application as we might withdraw the job advert before the deadline.

Volvo Cars – Driving change together

Volvo Cars’ success is the result of a collaborative, diverse, and inclusive working environment. Today, we are one of the most well-known and respected car brands, with around 43,000 employees across the globe. At Volvo Cars, your career is designed around your skills and aspirations, allowing you to reach your fullest potential.

And it’s so exciting – we’re well on our way on our journey towards full electrification. We have five fully electric cars already on the market, and five more on the way. Our fully electric and plug-in hybrid cars combined make up almost 50 per cent of our sales. So come and join us in shaping the future of mobility. There’s never been a more rewarding time to play your part in our inspiring and creative teams!

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