Customer Experience Center Manager, Polestar
3+ days a week in office (Mahwah, NJ)
Electric car manufacturer
Be an early applicant
Electric car manufacturer
1001+ employees
Be an early applicant
3+ days a week in office (Mahwah, NJ)
1001+ employees
Company mission
To improve the society we live in by guiding the automotive industry forward through pure, progressive, performance.
Role
Who you are
- 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
- 5+ years of proven management experience
- Previous experience working within a Contact Center 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 orientated/passion to succeed
- Strong interpersonal skills and a proactive approach to problem solving
What the job involves
- 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.
- Manage and oversee a team of customer experience agents who focus on the consumer facing products and services (customer support, roadside assistance, 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)
Our take
Polestar is a premium electric performance car brand based in Sweden as a joint venture between Volvo Cars and Geely Holdings. Founded in 2017, the company has cars on the road across Europe, North America and Asia.
What sets Polestar apart from other brands is its asset-light business model and a digital first, direct to consumer approach, enabling customers to browse their products and place orders online without the need for a showroom or dealership.
With the rise in electric cars as a sustainable alternative to family cars, it’s clear to see Polestar is in a great position to manage the global shift away from fossil fuels and ride out the wave into a more sustainable, greener future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Apr 2021
$500m
GROWTH EQUITY VC
Total funding: $500m
Company benefits
- Hybrid work
Company HQ
Västra Götaland, Sweden
Leadership
Thomas Ingenlath
(CEO)Also was Chief Design Officer and still is Senior VP of Design for Volvo Car Group. Previously worked as Lead Designer for Volkswagen and Design Director for Skoda Auto.
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