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Customer Experience and Service

Regional Customer Experience Manager - Central Region

Chicago, Illinois, USA

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Regional Customer Experience Manager - Central Region

At Polestar we don't just drive innovation in our cars – our entire business model is different from our competitors. We’re looking for a creative, innovative, experienced, and hands-on professional to support Polestars premium Customer Experience journey across various consumer touch points.

 

Let us describe the challenge we offer

The Regional CX Manager will be responsible to implement processes and solutions to improve customer satisfaction and loyalty amongst our Polestar Spaces and Service Points (retail network). This role will focus on all facets of the retail business to ensure a benchmark CX journey, from order intake to aftercare during a consumer's ownership. 

 

What you’ll do

  • Ensure Polestar Customer Experience processes are carried out amongst our Polestar Spaces in order to achieve best in class customer journey
  • Develop best practices that focus on improved processes and methods that enhance Space partner Net Promoter Score within lead management, test drives, handover, and lifecycle care
  • Serve as “voice of the market” in the development of local programs that subsequently improve our customer experience
  • Monitor and ensure that Commercial training requirements are met within the Polestar Spaces
  • Responsible for collaboration with the Commercial Training manager to develop local curriculum for Internal and Space partner personnel
  • Liaise with CX Center (Customer Support Center) to address any critical customer care concerns and provide outreach to customers on an ad hoc basis
  • Ability to assist Polestar Space partners within the fixed operations arena of their business. This will include optimizing good-will efforts, warranty efficiencies and workshop process

 

*This role is expected to be based in the Greater Chicago or Detroit area and will require routine overnight travel*

 

Who you are

  • 4 – 5 years of proven experience in a Customer Experience role or equivalent position
  • Knowledge of automotive retail operations, including fixed operations
  • Excellent knowledge and recognition of industry customer experience benchmarks
  • Recognize the need for teamwork and cross-organizational collaboration
  • Outstanding written, verbal, and presentation skills in order to deliver professional and logical presentations in front of Polestar Space partners.
  • Effectively handle multiple priorities in an efficient manner to meet customer demands.
  • Proficient in Microsoft Platforms (e.g., Excel, Word, PowerPoint, Outlook)

 

Polestar - the guiding star

Polestar is an electric performance brand, determined to improve the society we live in by catalyzing the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.

Is this you? If you are interested in joining the Polestar family, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.

 

Business Analyst with expertise in Aftermarket

Date
Category
Digital & IT
Location
Polestar Digital

Business Analyst with expertise in Aftermarket

Digital & IT
Polestar Digital
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