About The Role
CUPRA/SEAT are recruiting for a Customer Journey Manager to join the team on a full-time, Fixed Term Contract for 12 months.
The Role
This Customer Journey Manager is responsible for driving overall improvements in Customer Experience through the entire customer journey, working with stakeholders across all areas of the business, Retailer network and headquarters in Barcelona. You’ll manage the customer satisfaction action plan with the support of the Customer Quality and Goodwill Executive, and steer the customer experience for both CUPRA and SEAT in the monthly Customer meeting.
You'll support the Customer Experience Strategy Manager with customer journey mapping to identify pain points and opportunities to deliver an experience customers love, extending the CUPRA Customer Experience programme across new journey stages. You’ll work with the Data Intelligence and Loyalty Manager to better understand our customers, ensuring timely data insights are shared with key stakeholder parties, and manage various brand and customer journey improvement projects in collaboration with the other brands in Volkswagen Group UK and CSC.
Skills & experience you can bring to the role:
- Results driven and customer focussed, with strong collaboration and presentation skills
- A flair for interpreting customer insights from multiple sources across a variety of projects
- Strong problem solving skills to assess situations, determine solutions and engage with the right stakeholders to deliver the output
- Strong communication, networking and stakeholder management skills to ensure senior business stakeholders are managed successfully
- Highly organised and adaptable to manage customer complaint escalations and other urgent customer topics
What does a normal week look like?
Of course, every day and week will be different, but here are some examples of what you can expect:
- Meeting with colleagues in CUPRA SEAT, One.Aftersales and other departments to work together to design new customer experiences
- Working with a CX Consultant to use customer insight to design a new approach to part of the customer journey
- Visiting Retailers to discuss their customer satisfaction performance, sharing and recording best practice
- Leading the monthly CUPRA SEAT Customer meeting, coordinating the agenda and actions
- Calls and meetings with our colleagues in HQ (Barcelona) on topics of best practice, new initiatives and sharing across other markets
- Working with our sales team to ensure retailer performance in Customer Satisfaction and Mystery Shop is monitored and poor performers managed
- Visiting our Customer Service Centre in Leeds to update the CUPRA and SEAT teams on brand initiatives
- Making decisions about escalated customer complaints and goodwill measures to support them
- Working with the Customer Quality and Goodwill Executive and the centralised Goodwill & Warranty team to monitor and forecast spend, and agree actions to improve
What can we offer you?
Along with a competitive salary, car schemes (including cars for family members), discretionary bonus, enhanced pension contributions, private healthcare, 27 days holiday plus bank holidays, 4 x life assurance & health & wellbeing support, we also offer a wide range of flexible benefits to suit you and your lifestyle.
CUPRA & SEAT
Two brands with a shared home, CUPRA and SEAT are intrinsically linked in a set of core values, but each with its own character, personality and attributes, and address different customer profiles.
In 2022 and 2023, CUPRA was the fastest-growing volume automotive brand in the UK and is the newest member of the Volkswagen Group Portfolio. Created in Barcelona just six years ago, with multi-billion-pound investments in engineering and design, our multi-award-winning line-up includes the Formentor and BEV Born models, with the Tavascan and Terramar due to join the line-up next.
Founded over 70 years ago, SEAT cars have been part of people’s lives for generations. The SEAT UK team are passionate perfectionists, fast and fearless agents of change, challenging conventions, agile and entrepreneurial by nature. Not only are we ambitious - wanting to always innovate and differentiate ourselves – we’re also a resilient bunch that collaborate through challenging times together and look out for each other.
About Us
Volkswagen Group
We’re driven by difference. With six big brands under one roof – each with its own history, designs and innovations – we’ve created some of the world’s most iconic vehicles, from luxury sports cars to family camper vans. Here, you’ll discover opportunities, explore ideas and tackle challenges that you won’t find anywhere else.
It takes a range of teams to make the Group successful. We all share the same aim: to deliver sustainable mobility for generations to come, while keeping the customer and their changing demands at the heart of everything we do.
There’s never been a more exciting time to join our industry as it undergoes the biggest transformation for over 100 years. With digitalisation, electrification and driverless mobility all coming to the market, we’re actively looking for people with new skills, knowledge and outlooks. A brave new world demands brave, new, diverse people; so whatever your background, we would love to hear from you. We know that different perspectives and thought processes are vital as our industry goes through an exciting period of change.
To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage the application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications.
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