Customer Experience South America Dealer Retail - Bogota, Colombia - General Motors

General Motors

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

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Descripción

This position is responsible to co-create and maintain Chevrolet dealer retail standards with Sales, Service, Marketing, Bus&Truck and Onstar areas, based on customer inputs (Customer Net Promotor Score NPS/ customer studies).

Implement, train and calibrate - with Chevrolet University and consultants support
- processes in SA dealers, in addition to track action plans with field teams for each country.

This position leads also the DSI (Dealer Satisfaction Index) implementation and action plan tracking with Dealer Development support.

STANDARDS DESIGN

Review and improve customer experience / processes with NPS input ( customer surveys)
Work with sales, aftersales, marketing, dealer development and GMICA to create and consolidate dealer standards
Standardize retail standards for SA
Publish and train manuals in SA dealers with Chevrolet University support

CALIBRATION STRATEGY

Standardize calibration tools
Update calibration tools according manuals
Define the structure, calibration process and timing
Lead the supplier strategy in SA ( number of suppliers, location, structure)
Responsible for budget control and supplier tracking

WOC - Work place of Choice

Work strategies for team and supplier engagement

METRICS AND ACTION PLAN

Manage BI and metrics for SA field teams and dealers
Responsible for delivering calibration metrics for meritocracy strategy
Work with field teams on the action plan tracking

DEALER SATISFACTION

Lead Dealer satisfaction Index strategy for SA

Additional Job Description

Requirements:

Have a minimum of 7 years of experience in a similar position.
Graduates in Engineer, Business administration or related
Language requirements: English (advanced) + Spanish-Portuguesse (intermediated)
Travel availability requiered
Experience on leading multicultural teams and suppliers (desirable)
Process standardization and process improvement experience (desirable)
Availability to work in South America.

Skills:

Fosters collaboration and teamwork
Willingness to provide strategic perspective
Champion of change
Evidence strong character with integrity, honesty, accountability and trust
Demonstrate initiative
Problemsolving
Sound communications (writing and verbal skills)

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About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us
We aspire to be the most inclusive company in the world.

We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture.

Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs.

Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging.

We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.

We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteeropportunities.