Company Description:
Located in Santee, CA, Aluminess is a leader in manufacturing aftermarket products for off-road and overlanding vehicles. Established in 2001, the company has developed a reputation for outstanding customer service and manufacturing quality aluminum products for trucks, vans, and SUV’s. Aluminess is proud to offer products that are “Made in America” and that are designed for strength and utility, providing additional protection for vehicles. The lighter weight allows for full performance out of suspension and prevents wear and tear on alignment, brakes, and tires. Aluminess designs, fabricates and welds bumpers, roof racks, and accessories for an ever-growing number of vehicles of various makes and models.
Aluminess is located in Santee. Ability to reliably commute to Santee is required. Local candidates will be given priority, remote applicants welcome.
Summary:
The Customer Experience Manager (CEM) in the automotive industry is responsible for overseeing and improving the customer journey, ensuring a seamless and positive experience across all touchpoints. This position combines elements of customer service, sales, and brand advocacy, with a focus on enhancing customer satisfaction, loyalty, and overall brand perception. The CEM serves as the voice of the customer, working closely with various departments, including sales, service, and marketing, to create a unified and consistent customer experience.
Key Responsibilities:
Customer Journey Mapping:
- Analyze and optimize the entire customer lifecycle, from lead generation and sales to post-purchase services.
- Develop detailed customer personas to understand needs, pain points, and motivations at each stage of their journey.
- Follow up regularly with customers to close sales.
Customer Feedback and Insights:
- Implement tools and platforms for collecting customer feedback (e.g., surveys, Net Promoter Scores, reviews).
- Analyze data to identify trends, areas of improvement, and customer satisfaction levels.
- Share insights with relevant teams to drive data-driven decisions.
Collaboration Across Departments:
- Work with sales teams to ensure a seamless handover of customers from marketing and lead generation.
- Partner with the service department to align on repair and maintenance procedures that affect customer satisfaction.
- Liaise with marketing to ensure that all communications, branding, and promotional offers are aligned with customer expectations.
Customer Loyalty Programs:
- Design and manage loyalty programs to enhance customer retention.
- Monitor program performance and adjust incentives and benefits to maximize engagement.
Issue Resolution & Complaint Management:
- Oversee the customer support teams to ensure efficient resolution of issues.
- Create processes for handling complaints, returns, and service-related issues in a customer-centric manner.
- Act as an escalation point for complex or high-profile customer problems.
Training & Development:
- Train front-line employees in customer service best practices.
- Train customer service team on best practices in closing sales on incoming customer service calls from clients who have product questions.
- Lead workshops and seminars to ensure all staff understand the importance of the customer experience and their role in delivering it.
Digital Transformation & Innovation:
- Utilize digital platforms to enhance customer interactions, including online sales, mobile apps, and digital service reminders.
- Stay informed on industry trends and technologies that can enhance the customer experience (e.g., AI-driven chatbots, virtual showrooms).
Performance Metrics & Reporting:
- Define KPIs related to customer satisfaction, such as CSAT (Customer Satisfaction Score), CES (Customer Effort Score), and retention rates.
- Provide regular reports to senior management detailing performance against targets, highlighting successes, and recommending areas for improvement.
- Use reports to identify potential customers interested in our product.
