Customer Experience Coordinator

At Ayvens, progress starts with you.

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

Strategy and Transformation Team is looking for a new colleague as Customer Experience Coordinator, having permanent contract. Below you may see the role description and if you're interested, please send your applications:

Customer Experience Coordinator Role:

• Ensure Customer Experience (CX) KPIs are collected.
• Run the yearly Customer Experience KPIs consolidation exercise (for central and SG).
• Be part of the Customer Experience Community to identify and share country best practices.
• Foster cross-functional improvement of customer experience, together with Business Excellence.

Responsibilities:

• Responsible to set overall CX and Quality vision (incl. yearly CX targets, customer journeys, etc.).
• Accountable for collecting CX KPI, in accordance with central guidelines and running the yearly Customer Experience KPIs consolidation exercise for central  (incl. NPS and CSAT survey results).
• Develops customer and Quality improvement roadmap in coordination with other function leads.
• Ensure customer centric culture is spread at country level, be the CX ambassador towards the MT.
• Be the primary point of contact for the Group CX community.
• Coordinate local quality certifications.
• Master customer journeys at local level, monitor and report at management level.
• Supports coordination of improvement efforts and suggestions on customer quality across functions, together with Business Excellence.
• Run local initiatives to make customer centricity everybody’s business in the organization.

The suitable profile would have:

• University degree in a business-related discipline.
• Ability to prioritize and manage multiple tasks.
• Strong analytical and problem-solving abilities.
• Positive energy and willingness to make a positive impact .
• Demonstrated experience in building strog relanshionships with internal and Headquarters stakeholders.
• Experience in implementing changes; transformational experience in multinational organization (preferable).
• Excellent customer service skills necessary to work effectively with various levels stakeholders, and cross-functional groups.
• Good understanding of operational processes and Customer requirements along with Voice of End-Customer.
• Excellent understanding of data collection, analysis, and visualization methodologies to support understanding of project progress and inform decision making.
• Knowledge of the automotive industry.
• Create and delivery presentations adjusted to different audience .
• Very good level of English (dialogue with Headquarters and other markets).

Why Ayvens?  

With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.

*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.