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Director Client Experience

Cox Automotive


Location:
Atlanta, GA
Date:
12/07/2017
2017-12-072018-01-06
Job Code:
1719392
Cox Automotive
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Job Details

Company Cox Automotive
Title: Director Client Experience
JobID: 1719392
Category: Client and Customer Service
Industry: Cox Automotive
Job Type: Full-time

Description

The Director will also be responsible for identifying effective workflow and engagement processes that create partnership with sales and raving fans among our customers. The Director will roll out and lead a comprehensive client feedback program and assist with the creation of KPI’s and supporting plans to support each program. The Director will also establish a foundational quality assurance plan focused on providing consistent exceptional service across Digital Strategists.


This position will also oversee the tier 3 organization that advises and supports the Digital Strategist (DS) team in their execution of digital marketing strategy
The Director of Client Experience will be responsible for  creating, updating and delivering on the strategic vision of Digital strategists team in partnership with leaders of the Digital Strategists across all client segments. Additionally the role will serve as a liaison with the Business Operations, telephony teams  as it relates to tools, applications and call routing needs across all client segments. They will also focus on the operations and design of the sales and client engagement model and be responsible for creating, managing and driving near real time voice of the client programs that creates a continuous improvement feedback loops. . The Director is skilled at driving both operational improvements and cultural change programs focused on providing exceptional client experiences.


The Director of Client Experience position is responsible for maintaining effective customer service for all internal partners and external clients by utilizing excellent, in-depth knowledge ofOperations and contact center best practices. 
This Leader will establish a holistic quality program, real time customer feedback client outreach and save processes and support real time coaching and feedback across the Digital strategy team.


Performance Management: 

  • Provide guidance, leadership, and feedback to help the teams deliver the highest quality projects and services to the Dealer.com client base
  • Design and implementation of real time client feedback programs
  • Roll out Voice of the Customer (VOC) program in a way to drive behaviors focused on providing exceptional client experiences 
  • Manage the performance and development of roles to ensure successful execution against internal and client facing goals; hold staff accountable for workday, workload, job implementation/execution and professional conduct

Establish a Quality program

  • Identify and creating best practice call handling, ticket response as well as advertising recommendations to create process for quality measures
  • Create quality KPI, and ensure execution of tracking long term
  • Serves as primary liaison with key boundary partners to ensure business operations and telephony support

Process and workforce Improvement/Measurement:

  • Create and drive, time motion studies, activity tracking, and models to provide a more analytical and empirical capacity model across all digital strategy teams
  • Develops and implements work flow, client handling and escalation processes and policies.
  • Responsible for identifying and partnering on recommendations for team members training and development
  • Partners with the management team to align customer service department policies and systems with the company's objectives
  • Oversees customer issues and ensure effective and long-term problem resolution
  • Develops and implements procedures pertinent to the effective and efficient operation of theCustomer Service Department
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
  • Maintains in-depth working knowledge of systems and processes

  • Sets performance standards to meet service goals of company
  • Provides feedback to the company regarding service failures or customer concerns
  • Provides feedback to Operations team to ensure all customers have accurate and timely information on tickets, updates and/or changes
  • Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices
  • Performs other related duties as assigned


Qualifications

  • 8 + years of relevant operations and service work experience
  • 5+ years managing managers
  • Excellent written and verbal communication skills
  • Risk/Opportunity Management:  Must have the ability to identify risks and opportunities from multiple perspectives (revenue, legal and client relationship)
  • Strong interpersonal skills
  • Travel:  Ability to travel to various partner locations and some weekend work required based on demand.  Air travel capability required

EDUCATION REQUIRED:

Bachelor’s Degree in Marketing, Business, Communications, IT or other related field preferred or equivalent of a minimum of 8 years of relevant work experience may be considered



About Cox Automotive

 

Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit www.coxautoinc.com.

 

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.



Organization: Cox Automotive

Primary Location: US-GA-Atlanta-3003 Summit Blvd

Other Locations: 1 Howard St,US,VT,Burlington,05401|5700 Broadmoor St,US,KS,Mission,66202|1 Lincoln Centre,US,TX,Dallas,75240-1060

Employee Status: Regular

Job Level: Director/Senior Director

Shift: Day Job

Travel: Yes, 25 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
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