Title:  Senior Field Customer Experience Trainer

Are you our new Field Account Manager?

As an Aftersales Field Consultant you will follow the project requirement to improve customer engagement and satisfaction at the assigned dealers network. You will provide in strategy implementation trough trainings and targeted sessions.

What will you be doing on a daily basis?

• Utilize agreed methodology and practitioner guidelines to deliver high-quality coaching;
• Analyze retailer customer satisfaction, business performance, process and personnel with the  objective of identifying strengths and opportunities to improve;
• In conjunction with retailer leadership and personnel develop and agree an action plan to tackle the areas of improvement;
• Motivate and facilitate the implementation of the action plan and the development of a continuous improvement mid-set within the retailer team with the main objective of improving customer satisfaction;
• Follow up on the implementation of the agreed actions and measure results in terms of customer satisfaction;
• Coach retailer personnel on how to improve customer handling process and attitude;
• Develop retailer personnel leadership, team spirit and problem solving skills.

Who are you?

• Master or Bachelor degree;
• At least 4-5 years’ experience in the automotive business segment at dealership management level (aftersales and service);
• Deep knowledge of dealer’s after sales and service processes and commercial rules (knowledge of the Sales Department will be a plus)) with strong attitude in customer satisfaction’s improvement;
• Proficiency in all MS Office tools is required;
• Comfortable with a fast pace of change, while ensuring continuity of current activities;
• Ability to perform formal analysis and provide written interpretations of findings;
• A flexible and yet structured and logical approach; able to handle multiple tasks, think and plan ahead and build in contingencies;
• Excellent problem-solving skills coupled with the ability to understand complex information and assess requirements;
• Ability to work independently with multi-disciplinary and multi-cultural teams;
• Fluent in English language speaking;
• Certified coach by an industry recognized body will be a plus.

Working pattern?

Field based travelling throughout Italy

Monday to Friday 

What do 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:

• Warranty & Technical
• Parts & Service
• Retail Performance Management
• Customer Engagement
• Fleet & Mobility

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.