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At VavaCars, we're not just a tech start-up. We're visionaries, innovators, and trailblazers in the used car industry, committed to revolutionising the automotive landscape in Turkey. Our company thrives on a culture of deep engagement, proactive initiative, and entrepreneurial spirit. Our employees aren't just doing a job, they're pushing boundaries and breaking norms. We believe in the power of practical, inter-departmental collaboration and challenging the status quo, not only within our own industry, but beyond.Regardless of your Professional background, educational history, or the industry you hail from, if you have a track record of exceptional work and a passion for innovation, we want you on our team. At VavaCars, it's not just about what you've done, but what you're capable of.Join us in this exciting journey as we redefine the future of the automotive industry. Our work is not just about buying and selling cars, it's aboutcreating an unparalleled user experience that reshapes how people perceive the used car market. We're not just changing the game - we're creating a new one.Are you ready to steer your career into the fast lane? Embark on the VavaCars journey today DIGITAL GROWTHAs a Senior Customer Experience & Measurement Executive, you will play a crucial role in shaping and enhancing our customers' interactions with our brand. You will be responsible for designing, implementing, and measuring customer experience initiatives to ensure the highest levels of customer satisfaction and loyalty. You will also be responsible for ensuring the quality and consistency of customer experiences. This role requires a deep understanding of customer behavior, effective problem-solving skills, and a passion for creating exceptional experiences. RequirementsWhat to expect from Senior Customer Experience & Measurement Executive position at VavaCars: Customer Journey Mapping:Collaborate with cross-functional teams to map customer journeys, identify pain points, and develop strategies for improvement.Design and Innovation:Lead the design and innovation of customer touchpoints, including websites, physical locations, and communication channels.Customer Feedback Analysis:Collect and analyze customer feedback, surveys, and other data sources to gain insights into customer preferences and needs.Personal Development:Create and maintain customer personas to guide CX initiatives and ensure alignment with customer segments.KPI Measurement:Define and track key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and more.Process Improvement:Identify and implement process improvements to streamline customer interactions and reduce friction points.Stakeholder Collaboration:Collaborate with operation, retail, marketing, product, and customer support teams to ensure a consistent and seamless customer experience across all touchpoints.Technology Utilization:Leverage CX technologies and tools to gather insights, automate processes, and enhance the overall customer experience.Training and Development:Provide training and support to employees across the organization to promote a customer-centric culture.Quality Assurance:Establish and enforce quality standards for all customer touchpoints, ensuring consistency, accuracy, and excellence in customer interactions.Competitive Analysis:Monitor and analyze the competitive landscape to identify trends and opportunities for differentiation.Key Performance Indicators (KPIs):Customer Satisfaction (CSAT):Achieve and maintain the targeted CSAT score while ensuring quality standards.Net Promoter Score (NPS):Maintain the targeted NPS score and aim to increase it while upholding quality standards.Customer Effort Score (CES):Reduce customer effort without compromising quality.Quality Assurance Compliance:Maintain the targeted compliance rate with established quality assurance standards across all customer touchpoints.Feedback Response Rate:Maintain the targeted feedback response rate while addressing quality-related feedback.Cross-Functional Collaboration:Demonstrate effective collaboration with cross-functional teams, (e.g., reduced call times, improved website navigation) while maintaining quality.Employee Training:Conduct training sessions for employees to promote a customer-centric culture and reinforce quality standards.Innovation Initiatives:Successfully launch innovative CX initiatives while ensuring quality.Who we areAt VavaCars, we're more than just a platform for used car transactions in Turkey; we're revolutionising the automotive industry. Our mission is to transform the car buying and selling experience into a seamless, transparent, and trustworthy process.With a priority on simplicity, transparency, and convenience, we have made it possible for our customers to browse, evaluate, and purchase cars online from the comfort of their homes. Our comprehensive services extend beyond just transactions, with initiatives such as VavaServis and VavaGaraj, we cater to every vehicle-related need - from maintenance to tire purchasing, ensuring a stress-free experience for our users.Since our launch in 2019, VavaCars has not only successfully traded 000s of cars but also earned the trust of customers, global sponsors, and investors. We believe in not just delivering exceptional service, but in constantly innovating and pushing the boundaries of what's possible.At the heart of our success is our dedicated and experienced Vavan team. As we continue to grow and redefine the market, we look forward to welcoming forward-thinking individuals ready to join our journey of innovation. At VavaCars, it's not just about what we've achieved, but about the trailblazing future we're building together. We invite you to explore opportunities for collaboration and become part of our exciting revolution.BenefitsWe offer a unique and exciting package - nothing like this has been attempted in the local auto space before and we want to attract the best and brightest. Our benefits include: Competitive salary, annual bonus Equity through ESOP program Health Insurance Office location is European side, Istanbul, this is not a WFH role
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