Job Description
We are pleased to announce the opening of the Customer Experience Management (CEM) Consultant position with Caterpillar Africa Middle East (AME) Region, based in the Dubai office.
JOB PURPOSE: This position is accountable for ensuring robust CEM process at Dealerships and including support for Dealers and District Office in developing and executing recovery process, in designing and implementing set of standards to ensure consistent customer experience, in identifying key loyalty drivers and customer centric KPIs.
JOB DUTIES:
- Develop and grow relationships with Cat dealers focusing on CEM. Ensure timely support and feedback to all Cat departments on CEM issues.
- Support for Dealers in developing and executing recovery process based on transactional survey and complaint management to improve/sustain customer loyalty.
- Understand key Customer issues by segment through detailed and regular analysis of loyalty results.
- Identify potential areas of improvement and run projects that enhance our customer experience, improve CAT/Dealer parts and/or service transactional processes in ways that comply to customers’ expectation and differentiate us from our competition.
- Provides training to Dealers on how to analyze loyalty data, develop action plans based on analysis, identify Key loyalty drivers, Customer centric metrics using CPS/Project Management/Services Marketing principles
- Educate dealers on how to design and implement internal standards to ensure consistent customer experience.
- Collect and share Dealer initiatives and best practices on critical touch points with customers
- Support Districts and Dealers to set up Continuous Improvement process at the Dealership
BACKGROUND/EXPERIENCE:
- Higher education.
- Minimum 3 years of work experience in Customer Experience Management in B2B area.
- Construction industry experience as a plus.
- Fluency in written and spoken English; French as a plus.
- High sense of urgency to accomplish projects.
- Ability to work independently.
- Strong time management skills.
- Effective communication and relationship building & public speaking skills.
- Willing to travel as required, up to 50%.
- Understanding of Project management & Continuous improvement principles.
Caterpillar is an Equal Opportunity Employer (EEO).
Your road to success is built through a Caterpillar career. As part of the talented Caterpillar team, you appreciate that working for a global leader creates endless opportunities for you.
Unposting Date
– Feb 18, 2017, 10:59:00 AM
Primary Location
– United Arab Emirates-State Not Specified-Dubai
Job
– Marketing / Sales / Product Support
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