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Hyundai Motor Europe GmbH
2mo ago

Head of Ownership Experience(m/w/x)

Offenbach am Main
Full-timeWith Home OfficeSenior

Description

As the Head of Ownership Experience, you will shape Hyundai Motor Europe's strategy to enhance customer satisfaction by integrating insights, driving operational excellence, and implementing standardized processes across all European markets.

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Requirements

  • •8–10 years of experience in Customer Experience (CX), Customer Service (CS), Aftersales, and insights leadership roles
  • •Master’s Degree or equivalent level
  • •Proven ability to translate customer insights into strategic and operational action plans
  • •Strong leadership, collaboration, and communication skills
  • •Hands-on experience with CRM and CX/CS tools
  • •Passion for delivering exceptional customer experiences
  • •Skilled in developing talent and managing performance
  • •Strong interpersonal and social capabilities
  • •Confident in presenting and public speaking

Education

Master's degree

Work Experience

8 - 10 years

Tasks

  • •Establish a unified customer feedback ecosystem
  • •Integrate diverse data streams for a comprehensive customer view
  • •Conduct in-depth concept analysis to identify trends and pain points
  • •Translate insights into recommendations for executive strategy
  • •Design and implement EU standard processes for contact centers
  • •Establish harmonized complaint-handling guidelines
  • •Define and own Net Promoter Score (NPS) targets
  • •Monitor NPS performance and lead improvement initiatives
  • •Act as a central liaison between NSC and corporate headquarters
  • •Align customer insights with operational strategies
  • •Direct strategic enhancements for key CX platforms
  • •Lead testing of new modules for CX systems
  • •Champion knowledge-sharing initiatives and training programs
  • •Oversee onboarding of new markets for market autonomy
  • •Create and distribute monthly HCX reports for executive leadership
  • •Integrate market initiatives and performance metrics into reports

Tools & Technologies

CRMCX toolsCS tools

Languages

English – Business Fluent

Benefits

Flexible Working

  • •Flexible working hours
  • •Hybrid work policy

Competitive Pay

  • •Competitive salary and benefits package

Learning & Development

  • •Continued learning and professional development

Company Vehicle

  • •Car sharing and car lease mobility program

Free or Subsidized Food

  • •Daily complimentary lunch
  • •Subsidized breakfast snacks

Healthcare & Fitness

  • •Free access to company gym
  • •Opportunities to join company sporting clubs

Informal Culture

  • •Highly international working environment
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Hyundai Motor Europe GmbH and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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