Customer Success Lead

Job content

Job Description

The Customer Success Lead plays a pivotal role within Cadillac Europe team to help us achieve our ambitions as a customer first automotive brand in Switzerland. The role will work directly with sales, logistics, and marketing teams to ensure an industry leading Customer Experience through both hands-on management of our CRM systems and CX strategy implementation in our digital and physical showrooms.

You’ll be utilizing your strong understanding of how to utilize and manage our Oracle CRM systems to ensure that the KPIs, which through your reporting you will help steer, are kept by the on-ground sales team. Your interpersonal skills with the various inhouse teams to ensure that the customer-first mentality is always upheld.

As the point of contact for customers during their buying journey once they are past the shopping phase, you will exemplify and represent Cadillac and Chevrolet as the premium brands. Ensuring our customers have a contact in which they can reach out to for updates on their shipments, questions on payment, or organizing handover or anything related to the buying or owning of one of our products. You’ll also be aware of the internal team, operating between the front of house and back office staff to ensure any questions and queries are escalated to the correct stakeholders and your answers returned to the customer in an efficient manner.

With your hands-on experience with the customers and stakeholders, you will be accountable for the Customer Experience in store so that it meets the expectations of the CX team. If anything will be required to be implemented instore that is customer facing, you will be ready to give actionable insight on how to best do this, help document that approach, and realize the vision into reality autonomously.

You’ll be able to create automatic and ad-hoc reporting on KPIs of the customer experience and CRM tool, making them easily visualized and being able to draw out actionable takeaways that the team can utilize to help implement new strategies. With these reporting’s as well, you’ll be able to present ideas and thoughts on digital experiences that will help elevate Cadillac and Chevrolet brands.

You Bring

• A solid background in CRM especially on customer facing applications and tools (programs / campaigns / reporting)
• Ability to bring learnings and help visualize data easily to present clear and concise takeaways to help the CX team drive decisions and strategies
• Advanced interpersonal skills with high ability to work effectively with others
• Excellent organization and planning skills
• Exhibit GM competencies with a positive attitude and high level of enthusiasm towards business. demonstrated ability to see not only “what is” but to vision what “can be”
• Team spirit, dedication and the ability to manage projects autonomously
  

You Have

• 1-3 years experience within CX Strategy & Design or Sales / Marketing / Administration
• Experience in digital retail and/or eCommerce
• Knowledge of Design Thinking and/or Agile Software Development
• Experience in a customer facing environment
• Knowledge and interest of automotive environment in Switzerland
  

You Can

• Communicate with multiple levels within an organization
• Provide customer focus in all activities
• Utilize your excellent communication skills
• Work productively in a team environment
• Speak German (Native speaker); English (fluent) and French (fluent)
  

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.