SENIOR MANAGER, CLIENT EXPERIENCE | Cox Automotive Canada

  • Cox Automotive Canada
  • 2700 Matheson Boulevard East, Mississauga, ON, Canada
  • Jan 23, 2021
Full time Customer Service General Management

Job Description

Primary Location: 2700 Matheson Blvd EMississaugaON, CA

Division: Cox Automotive

Job Level: Manager/Senior Manager

Travel: Yes, 5 % of the Time

Schedule: Full-time

Shift: Day Job

Requisition Number: 210579

 

 

Reporting to the GM, DDC (Canada), Manager, Client Experience is responsible for delivering best in class experiences and value to clients.  As an expert in product and service, this role provides leadership for technical stakeholders with a focus on fulfilling business needs and customer engagement. Driving process, efficiency, and talented teams to create win-win outcomes for both business and consumers. This is also a hands-on position requiring direct client interaction and support, as/when necessary or required.

 

Key Responsibilities:

  • Leads team of specialists to collaborate to develop a vision, strategy and roadmaps for the customer experience while identifying ongoing opportunities for improvement
  • Manage the execution of the customer experience from development through maturity to maximize results for our clients.
  • Effectively influence strategic roadmaps (product, data, marketing) as a primary customer experience advocate
  • Lead the development and ongoing execution of a customer lifecycle management
  • Translate customer engagement strategies into actionable programs/campaigns/tactics and work closely with partners to implement
  • Manage team of professionals to deliver digital strategy and maximize website performance
  • Understand and prioritize client needs to deliver/earn strongest possible client sentiment
  • Understand and manage technical requirements for programs in Canada
  • Serve as voice of customer in delivering input to engineering teams for enhancing the customer experience in Canada.
  • Support launch, performance & maintenance of any additional Cox Automotive Canada products integrated within the platform
  • Work with complimentary functional areas within the business to adopt best practices and optimize processes for the Canadian market
  • Collaborates with Sales team and Performance Consultants to formulate dealer specific strategies and to implement best practices
  • Leverage knowledge of market, industry trends, customer behaviors and analytical best practices to identify strategic opportunities

 

Qualifications:

  • BA degree in Business or Marketing preferred
  • 5-8 years of experience in digital marketing/production or advertising
  • 4-6 years in management role
  • Broad organizational perspective with proven ability to build relationships with external partners and colleagues across different business units and groups
  • Demonstrated passion for the customer, the customer journey and customer experiences
  • Analytical, research and planning skills required with the ability to develop actionable recommendations based on a solid understanding of web metrics, digital analytics, campaign reporting and ability to interpret data
  • Strong computer skills required, with experience using MS Office
  • Requires excellent time management skills and strong interpersonal skills
  • Excellent verbal and written communication skills
  • Must be collaborative, friendly, creative, entrepreneurial and passionate about the automotive industry with respect to e-commerce & technology.

Additional Requirements: Bilingual French is an asset

Technical Skills:  Well versed in MS Office (Word, Excel, PowerPoint and Outlook), Sales Systems

Who We Are

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

 

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.   

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. 

Job ID: 210579