Customer Experience Manager

Overview

KINTO UK is seeking a Customer Experience Manager to help create a best-in-industry service for our customers through surveys, reporting and data. The role works with the General Manager for Customer Excellence to embed exceptional customer service across the business and to develop an industry-leading service using voice of the customer data, reporting and positive action in collaboration across KINTO UK and One Toyota entities.

What you’ll be doing

• Leading and managing a team of Customer Experience Specialists, including reporting and managing CSI (Customer Satisfaction Index), complaints, benchmarking and contacting negative survey customers.
• Lead the “Voices” customer survey project, including the complete KINTO One customer journey.
• Regularly review customer survey questions for effectiveness.
• Define and clarify what constitutes a complaint across the business.
• Oversee complaint reporting, analysis an...