ATL Automotive - Customer Experience Manager

Kingston, Jamaica

Full Time

Automotive

Manager/Supervisor

Who We Are…

“We are Jamaica’s leading multi-brand automotive group, proudly representing the world’s most respected car brands, with showrooms and service centres in Kingston and Montego Bay. In addition to our new car sales and service operations, we operate a thriving used car division and a growing rental car business, all committed to delivering world-class mobility solutions.

As we continue to expand, we're investing in elevating the end-to-end customer experience — from first contact to repeat purchase and beyond — across all brands, channels, divisions, and locations.”

Who You Are…

You are an innovative, progressive-thinking, and customer-obsessed Customer Experience Manager who will take ownership of the full customer journey across our entire automotive group.

You will lead the design and implementation of customer satisfaction frameworks, communication strategies, and experience innovations across sales, service, parts, rental, and after-sales touchpoints.

Key Responsibilities:

Escalated Customer Cases/Complaints and Recovery.
Concierge Standards and Training.
Customer Communications.
Customer Service Reporting.
Partner and Manufacturer Customer Service Standards and Requirements.
Customer Service Improvement Projects.
Design, implement, and continuously refine the end-to-end customer journey, from inquiry/lead to handover and long-term loyalty, creating measurable touchpoints throughout, removing pain or friction points, and adding ‘loyalty generating’ factors throughout.
Work with the wider team to create “wow” moments across vehicle handovers, deliveries, and service interactions.
Continuously research and apply customer experience best practices from the global automotive and service industries, liaising with brand partners for info where necessary.
Implement innovations across web, social, phone, in-person, and WhatsApp/live chat channels.
Inbound and outbound communications.
Traffic control, including complaint resolution and escalation handling.
Managing communication flows for customers waiting on parts, vehicles, or service.
Oversee and optimise customer interactions across the call centre, digital platforms, and showroom concierge personnel.
Facilitate the prompt resolution of online and social media complaints by coordinating communications with the brands and marketing team.
Develop an accurate benchmarking system to measure and address customer satisfaction across the group.
Monitor and improve customer satisfaction scores (CSAT), Net Promoter Score (NPS), and manufacturer CSI survey results.
Establish feedback loops from all customer channels to inform service improvements.
Create and deliver regular performance dashboards, insights, and recommendations to the leadership team.
Work closely with the CRM Manager and other stakeholders to align on automation, data insights, and touchpoint management.
Work with the wider CRM team to create an ATL Automotive Group loyalty Programme based on lifetime values
Create and manage a CX league table for all brands and locations, introducing rewards for top performance, Google reviews, etc.
Ensure timely and accurate submission of customer experience reporting to each of our manufacturer partners (i.e., HACE).
Collaborate with sales, after-sales, and marketing teams to meet or exceed brand-specific CSI/CES targets.
Report on levels of customer complaints escalated, and common issues that can support improvement efforts.
Oversee report production on customer service quality audits completed, or those executed by third parties (manufacturers, mystery shoppers, etc.)
Log and report on customer complaints.
Lead execution of customer service surveys and other measures to identify customer retention risks.
Build a high-performing Customer Experience Team from the ground up.
Train and supervise customer experience agents, fostering a positive and high-performing team culture. This includes:
1. Chief Concierge
2. Customer Service Advocates
3. Customer Service Officers
Develop SOPs and training modules for customer-facing staff on tone, empathy, emotional intelligence, conflict resolution, and service excellence.
Be a visible champion of customer-first culture across all departments and locations.

Qualifications, Experience, and Skillset Required:

At least 5 yrs in a customer-facing or similar role.
At least 5 years of supervisory and leadership skills.
Experience working with CRM systems.
Experience in the Automotive industry would be a plus.
Completed a Degree in Business Administration or related studies.
Holder of a Driver's License (at least 2 yrs old).
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.

Please Note: Only Shortlisted Candidates Will Be Contacted. Thank You For Your Applications!

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ATL Automotive - Customer Experience Manager

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