Customer Experience - Maserati

Lead and supervise the Customer Experience team to deliver exceptional service standards.

Monitor and enhance the customer journey across all touchpoints, including showroom visits, test drives, vehicle delivery, events, and aftersales interactions.

Ensure a seamless and personalized experience aligned with luxury automotive brand standards.

Identify opportunities to improve customer satisfaction, loyalty, and engagement.

Customer Relationship & Retention

Build and maintain strong relationships with VIP and high-net-worth customers.

Manage customer feedback, concerns, and complaints professionally and proactively.

Develop customer retention initiatives and loyalty programs to strengthen long-term relationships.

Team Leadership

Coach, mentor, and develop team members to achieve service excellence.

Conduct regular training on customer service standards, communication skills, and luxury hospitality practices.

Monitor team performance and drive continuous improvement.

Cross-functional Collaboration

Work closely with Sales, Marketing, Aftersales, and Operations teams to ensure a consistent customer experience.

Support the planning and execution of customer events, brand activations, and exclusive experiences.

Ensure all customer data and interactions are accurately maintained within CRM systems.

Reporting & Analysis

Monitor customer satisfaction indicators, including CSI, NPS, and other service quality metrics.

Prepare periodic reports and recommend action plans for service enhancement.

Analyze customer insights and trends to support business growth and customer retention.

Yêu cầu ứng viên

• Bachelor's degree in Business Administration, Hospitality Management, Marketing, or related fields.
• 03 years of experience in Customer Experience, Customer Service, Guest Relations, Concierge, or Hospitality Management.
• Strong preference for candidates from:
  • Luxury automotive brands;
  • 5-star hotels and resorts;
  • Luxury retail and fashion brands;
  • Premium airlines;
  • High-end lifestyle and hospitality businesses.
• Proven experience managing teams and driving customer satisfaction initiatives.
• Excellent communication, interpersonal, and problem-solving skills.

Quyền lợi được hưởng

• Social, Health & Unemployment Insurance based on 100% salary.
• 5-day work week (Monday to Friday).
• Premium working environment representing a world-class luxury automotive brand.
• Career development opportunities, professional training, and exposure to VIP customers and exclusive brand experiences.