Customer Experience Consultant
Objective of the job:
Daimler Trucks and Buses Southern Africa (DTBSA) is looking for a Customer Experience Consultant to manage the Daimler Trucks & Buses Southern Africa CSI Programme across all brands, in order to meet group objectives, in reaching and maintaining CSI No1. This will be done in compliance with the Company’s Integrity Code.
Main Tasks:
CSI Strategy Implementation: Implement the DTBSA CSI Strategy and ensure alignement to the Daimler requirements on our Road to 2025. Initiate benchmark CSI initiatives to meet our goal to be CSI no.1.
Supplier Management: Translate business CSI requirements to preferred Supplier appropriately through the required documentation and relationships. Manage the Service Level Agreement (SLA).
Stakeholder Engagement: Engage with Dealers, Trainers and Brands on both strategic customer focussed initiatives and operational issues.
CSI Reporting: Communicate CSI results and trends to Brands, Dealer Network and DAG.
CSI Operations and Continuous Improvement: Proactive management of CSI program specifically in the interpretation of CSI results as well as providing ongoing recommendations on improved use of the results and reports within Daimler. This would include CSI Intervention programmes where required.
Engagement 4.0 & L2020: To actively support all programmes and projects within DTBSA relating to Engagement 4.0 and L2020.
Knowledge, Skills and Attributes:
Understanding of market research methodology and current CSI trends
Comprehensive understanding of the Daimler Trucks and Buses – Strategy and Objectives
Good understanding of the Dealer Network business and their operating environment
Good understanding of Strategic Planning and Project Management
Good understanding of Business Intelligence tools
Comprehend the principles of a multi-disciplinary working environment
Stakeholder management skills
Interpersonal Skills
Written & verbal communication
Experience:
3-5 years’ experience in specialised field
Experience in research methodology, data management and systems analysis
Experience in working with cross functional teams and multi disciplinary environments
Daimler Trucks and Buses Southern Africa is proud to be an equal opportunity employer. All qualified applicants will be considered, however the following will apply:
- Foreign nationals must qualify for a work visa/permit as per the provisions of the Immigration Act 13, 2002.
- Division’s Employment Equity Plan in terms of the Employment Equity Act, No 58, 1998.
-
Code of good practice on the employment of people with disabilities.
Only applications submitted online www.daimler.com/career will be considered. Applications sent by email WILL NOT be considered. Email address provided for query purposes only.
IMPORTANT: For an optimal selection process, please attach all relevant documents.
Closing Date: 30 August 2019