Title:  Customer Experience Center Leader

Purpose of the position:

The Customer Experience Centre Leader is in charge of ensuring the highest performance level of The Academy’s CEC, maximizing the Value offered to Clients.

This person will lead actively the Continuous improvement culture across the Stream, fostering standardization, innovation and digitalization into the business unit.

The Customer Experience Centre Leader will be actively involved in People management, including carrying out individual performance reviews to secure understanding of targets and monitoring performances across the business unit.

Duties and Responsibilities:

• Drives CEC business unit to meet its Targets.
• Ensure the highest Quality delivery of Value to our Customers, the Design, Supply, Set up and Delivery management of the New Business across the business unit.
• Ensure Lean and Continuous improvements implementation across the CEC business unit.
• Coordinates and develops marketing and communication, including the development of new products’ communication, pricing strategy and cross-product selling.
• Provides feedback to the Integration & Business Development Leader on solution development opportunities.
• Coordinates and/or organizes the support to our Clients during the pre-Sales, Sales and Aftersales phases, also through the use of specifically selected KPIs.
• Be responsible for the business unit P&L for providing on time all the instructions needed to Finance department.
• Ensure actions are taken to prevent and address potential internal and external customer concerns.
• Be Responsible of People management
• Monitor & control the delivery in his own domain of competence.
• Plan actions on training and coaching for his own domain Community.

• Requirements:

• MS Office365 applications (PowerPoint, Word and Excel).
• Communication skills;
• Data Collection, ETL, Business Analytics.
• Team building and Decision-Making model and process.
• Conflict management and Coaching techniques.
• Risk Management techniques is a plus.
• Process Reengineering.
• Benchmarking and Lean Management is a plus.
• Building a business case to demonstrate ROI, knowledge in feasibility study will be a plus.

Working pattern:

Field based job travelling throughout Italy and Europe.

What we offer:

We offer permanent employment contract and professional growth opportunities. The compensation package will be discussed during the interview and related to the actual experience and skills gained.

About The Academy:

Since foundation in 2007 in Venice (Italy), The Academy developed significant expertise in sales, service and marketing, offering Strategic Consulting, Trade Cycle Management, Business Development Center (BDC) Training, Sales Academy Programs, Digital Sales Training and Digital Certification Programs to vehicle manufacturers, national sales companies (NCSs), finance companies and dealer groups. In partnership with a digital development company, the company has developed a CRM (customer relationship management) used by dealers and complements The Academy’s sales methodology. 

The company is well known in the local market as a leading provider of sales training, consulting, certification programs and BDC solutions. It owns a Customer Experience Center (business development call center), which draws on its in-depth industry knowledge to manage inbound and outbound customer engagement on behalf of OEMs and dealers

The Academy has been acquired by MSX International Group, a leading global provider of outsourced business solutions for the automotive industry. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction. With over 6,000 employees based in more than 80 countries across the globe, our teams provide industry-leading expertise that spans:

• Consumer Engagement 
• Parts, Accessories & Service Performance 
• Actionable Insights 
• Diagnostics & Repair Enhancement 
• Warranty and Repair Efficiency 
• Technical Information 
• Learning Solutions 
• Sales Performance 

MSX International and all its affiliates guarantee equal opportunities and is positively committed to building a truly diverse workforce. This announcement is addressed to both sexes, according to the laws 903/77 and 125/91, and to people of all ages and all nationalities, according to the legislative decrees 215/03 and 216/03.

Only selected candidates will receive a direct response.