Customer Experience and Service

Customer Experience Manager

Saddle Brook, NJ, USA

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Customer Experience Manager

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 deliver Polestars premium brand experience to our customers across their shopping journey.


Let us describe the challenge we offer

The Customer Experience Manager will lead, manage, and develop the Polestar Customer Experience team to deliver high quality performance and a first class, personal, experience for our current and future customers across the shopping and ownership journey. You will be the ambassador for the Polestar brand, and our vision of a sustainable future. The team includes Customer Experience, 24/7 support, Leads Concierge, Roadside Assistance, Customer Advocacy, and Service Point (parts & service) Support. The ideal candidate will be passionate about what the future of customer experience looks like in a digital and convenience driven world and be willing to think outside of the box to identify and develop improvements to our processes.

What you’ll do

  • Manage and oversee a team of customer experience agents who focus on the consumer facing products and services (Lead Concierge, roadside support, customer advocacy, etc.)
  • Support the implementation of new product, services, and processes within Customer Experience to agreed quality and timeframe
  • Deliver Customer Experience services within agreed budgets, service levels, KPIs, and business targets, managing all vendors and contract relationships
  • Manage the day-to-day scheduling, motivation, briefing, performance management, coaching and development of the Team Leaders to support the achievement of the required Customer Experience objectives to brief, quality, timeframe, and budget
  • Ensure white glove levels of service while building and maintaining friendly and professional relationships with customers
  • Monitor and maintain a high level of customer satisfaction, based on NPS and CSAT, and conduct root cause analysis with Team Leaders, HQ/Markets, and wider business as required
  • Work closely with support functions in HQ/Markets and wider business as required and interface with Senior Management and Stakeholders
  • Input and production of required reports for Senior Management and Stakeholders
  • Support forecasting and capacity management through forward planning at the team and department level. Encompasses attendance, retention, all Customer Experience channels managed and roster management
  • Oversee telephony call, skill routing and case management plans
  • Review and interpret management information, performing analysis with a view to predicting and proactively improving Customer Experience productivity and success rating
  • Be the customer “advocate” to the North America / HQ digital teams
  • Participate in regular, proactive, reviews of operational processes, aimed at developing efficiencies that will support the growth of the business in terms of both revenue and customer service
  • Participate and ensure quality calibrations with HQ Quality Manager and Team Leaders are conducted
  • Plan and oversee all Customer Experience team training and ongoing development (Induction, Product, Process, Systems, Communication Skills, HR Policy and Job related)

Who you are

  • 5+ years of proven management experience
  • Previous experience working within a Contact Centre or Outsourcing Operation/Service/Sales
  • Strong understanding of the needs of a premium customer preferably working for a luxury automotive OEM or other luxury retailer
  • Experience leading and motivating teams to reach set goals & KPIs
  • You are passionate about the EV industry and clean technology
  • Possess a customer centric-minded approach to deliver a white glove experience to customers
  • Energetic and have a results oriented/passion to succeed
  • Strong interpersonal skills and a proactive approach to problem solving

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.

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