CRM Specialist (CSI & SSI)

RESPONSIBILITIES :

• Manage Customer Satisfaction Index (CSI) by monitoring survey results, validating data, and analyzing customer feedback to ensure accurate measurement of customer satisfaction across the dealer network.
• Manage Sales Satisfaction Index (SSI) by evaluating customer feedback on the vehicle purchasing process, sales consultant interactions, and dealer service quality to ensure a positive sales experience.
• Analyze CSI and SSI performance by dealer, region, and customer journey stage to identify performance gaps, customer pain points, and opportunities for improvement.
• Develop dealer improvement plans by conducting root cause analysis and coordinating corrective actions with dealers and relevant departments to improve customer satisfaction scores.
• Monitor improvement initiatives by tracking action plan implementation and evaluating subsequent survey results to ensure corrective actions deliver measurable improvements.
• Prepare satisfaction performance reports by consolidating survey data, benchmarking dealer performance, and analyzing trends to provide actionable insights for management decision-making.
• Coordinate customer experience standardization by communicating service expectations, sharing best practices, and monitoring dealer compliance to ensure consistent customer experience across the BAIC dealer network.
• Identify customer experience improvement opportunities by analyzing satisfaction trends, complaints, and customer feedback to recommend enhancements to sales processes and dealer operations.

REQUIREMENTS :

1. Bachelor's degree in Management, Marketing, Business Administration, Statistics, Business Analytics, or a related field.
2. Minimum 4–6 years of experience in Customer Experience, Customer Satisfaction, Sales Operations, Dealer Management, Market Research, or a related field, preferably in the automotive industry.
3. Experience in managing customer satisfaction surveys, analyzing customer feedback, and monitoring performance indicators such as CSI and SSI.
4. Strong analytical skills, including data interpretation, trend analysis, root cause analysis, and performance improvement planning.
5. Proficiency in Microsoft Excel and report preparation; experience with Power BI or other data visualization tools is an advantage.
6. Strong communication, stakeholder management, problem-solving, and presentation skills, with the ability to coordinate improvement initiatives across multiple dealers.

Skills: Microsoft Excel, Communication, Public Speaking, Teamwork, Customer Service, Microsoft Word, CRM, Microsoft Office, Analytical Skills, Administration