Customer Experience Center Manager

At Polestar we dont just drive innovation in our cars our entire business model is different from our competitors. Were looking for a creative innovative experienced and hands-on professional to deliver Polestars premium brand experience to our customers across their shopping journey.

Let us describe the challenge we offer

The Customer Experience Manager will lead manage and develop the Polestar Customer Experience team to deliver high quality performance and a first class personal experience for our current and future customers across the shopping and ownership journey. You will be the ambassador for the Polestar brand and our vision of a sustainable future. The team includes Customer Experience 24/7 support Leads Concierge Roadside Assistance Customer Advocacy and Service Point (parts & service) Support. The ideal candidate will be passionate about what the future of customer experience looks like in a digital and convenience driven world and be willing to think outside of the box to identify and develop improvements to our processes.

What youll do

• Manage and oversee a team of customer experience agents who focus on the consumer facing products and services (customer support roadside assistance customer advocacy etc.)
• Support the implementation of new product services and processes within Customer Experience to agreed quality and timeframe
• Deliver Customer Experience services within agreed budgets service levels KPIs and business targets managing all vendors and contract relationships
• Manage the day-to-day scheduling motivation briefing performance management coaching and development of the Team Leaders to support the achievement of the required Customer Experience objectives to brief quality timeframe and budget
• Ensure white glove levels of service while building and maintaining friendly and professional relationships with customers
• Monitor and maintain a high level of customer satisfaction based on NPS and CSAT and conduct root cause analysis with Team Leaders HQ/Markets and wider business as required
• Work closely with support functions in HQ/Markets and wider business as required and interface with Senior Management and Stakeholders
• Input and production of required reports for Senior Management and Stakeholders
• Support forecasting and capacity management through forward planning at the team and department level. Encompasses attendance retention all Customer Experience channels managed and roster management
• Oversee telephony call skill routing and case management plans
• Review and interpret management information performing analysis with a view to predicting and proactively improving Customer Experience productivity and success rating
• Be the customer advocate to the North America / HQ digital teams
• Participate in regular proactive reviews of operational processes aimed at developing efficiencies that will support the growth of the business in terms of both revenue and customer service
• Participate and ensure quality calibrations with HQ Quality Manager and Team Leaders are conducted
• Plan and oversee all Customer Experience team training and ongoing development (Induction Product Process Systems Communication Skills HR Policy and Job related)

Who you are

• 5 years of proven management experience
• Previous experience working within a Contact Center or Outsourcing Operation/Service/Sales
• Strong understanding of the needs of a premium customer preferably working for a luxury automotive OEM or other luxury retailer
• Experience leading and motivating teams to reach set goals & KPIs
• You are passionate about the EV industry and clean technology
• Possess a customer centric-minded approach to deliver a white glove experience to customers
• Energetic and have a results orientated/passion to succeed
• Strong interpersonal skills and a proactive approach to problem solving

People at Polestar

We know that a change is needed. We also know that each one of us can help bring about that change. Our commitment to becoming climate-neutral by 2040 is just as important to us as being inclusive diverse and innovative. Together we are creating collaborating and experimenting to usher in a new era of sustainable mobility.

We are an electric performance brand determined to improve the society we live in.

Is this you If you are interested in joining the Polestar family dont wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.

Are you ready for the journey Which is electric by the way...

#LI-ES1