Customer Experience Market Lead

Odmeňovanie

according to seniority of the final candidate + 12% of anual base salary

Information about the position

Are you a visionary leader passionate about delivering unparalleled customer experiences? is seeking a dynamic and results-driven Customer Experience Market Lead to spearhead our CX strategy and performance within the market. This pivotal role acts as the single accountable leader for Customer Experience (CX), driving end-to-end improvement across the entire customer journey. You will be instrumental in translating customer insights into measurable business impact and embedding a customer-centric mindset across all business functions. As the primary CX interface to senior leadership, you will ensure alignment with regional and global CX frameworks while delivering tangible improvements in key performance indicators.

What You'll Do

• CX Ownership & Performance: Own and steer end-to-end CX performance and KPIs (e.g., NPS, customer touchpoints, loyalty metrics) within the market. Translate Voice of Customer (VoC), feedback, and KPI data into concrete actions and measurable business outcomes, ensuring continuous improvement through effective "closing the loop" processes.
• Execution & Transformation: Lead and coordinate CX initiatives across all business functions (Sales, Customer Services, Marketing, Product, etc.). Drive customer-centric transformation by identifying and challenging existing processes, embedding CX principles into daily operations, and fostering a strong customer-centric culture across the organization. Contribute to regional best-practice exchange and leverage cross-market synergies.
• Cross-Functional Collaboration: Act as the central CX integrator, breaking down silos and driving ownership of CX actions across departments. Serve as the primary CX interface to the CEO/COO and senior management team, ensuring alignment and accountability.
• Governance, Steering & Tracking: Establish and manage local CX governance, including regular steering with leadership. Implement transparent tracking mechanisms (dashboards, reporting tools) for CX initiatives, ensuring high data quality, consistency, and reliability of CX insights and reporting.
• Stakeholder Management & Communication: Coordinate with internal stakeholders across all business units and the dealer network. Align with regional CEE CX functions and interface with HQ/global CX teams for strategic alignment. Manage external partners such as research providers and VoC platforms.

Employee perks, benefits

We offer attractive car benefits on vehicles (discounts, operative leasing), flexible working hours, home office, fully covered lunch allowance and cafeteria system. We organize smaller or large employee events throughout the year.