Section Manager Customer Quality and Customer Service

Nissan is more than a car company. We are an innovation company. We take the most innovative thinking in the industry and combine it with performance, value, efficiency, safety and style. The result: Cars that thrill you every time you get behind the wheel. With over 150 million vehicles produced globally, Nissan continues with the goal to enrich the lives of our employees and customers alike. Our core values give a great description of how we interact with each other: 

• Always think of the customer 
• Show facts, face reality 
• Be accountable, be proactive 
• Think outside of the box 
• Respect others, respect society

Job Mission and main objectives

Your mission as Nissan Belux CQ and CS Section Manager will be to bring customer satisfaction and excitement to the next level and to contribute to the implementation of an outstanding end-to-end physical customer journey, consistent with the Nissan vision and brand positioning. You will measure satisfaction, “walk the gemba”, execute PDCA, localize and deploy Nissan Sales and Service processes 2.0 that will contribute to elevate the customer experience built on an integrated digital and physical journey. You will also actively contribute to our customer satisfaction by supporting the resolution of customer claims handled by the call center located in Paris area. You will be reporting to the Dealer Network Development and Customer Quality director Belux.

Tasks and responsibilities 

• Supervise QVOC platform inputs/outputs, analyze dealer data to recommend action plan 
• Coordinate QVOC monthly reviews, perform “Plan/Do/Check/Act” with support of our field force 
• Coordinate quarterly Mystery shopping and use the feedbacks to implement local action plan 
• Tightly collaborate with our Customer Call Center to address customer claims 
• Localize and deploy new “Nissan Sales and Service Way” (standard Nissan processes at dealers) 
• Localize and deploy new End-to-end Customer Journey satisfaction measurement (European project) 
• Define and roll-out local best-in-class customer experience at particular touchpoint of the customer journey: on-site visit for Test Drive, vehicle handover, home delivery 
• Provide content for dealer training activities related to customer experience, QVOC and other projects development 
• Make best use of the Nissan Retail Experience physical and digital assets at dealer’s to enhance the physical customer experience.

Experience and skills

• Minimum education: bachelor’s degree
• Similar experience preferably in Automotive (premium brands) or other industries - at least 3 years
• Multi-stakeholders project management skills
• Problem solving capabilities
• Customer centric, demanding
• Self-reliant, organized, proactive and flexible
• Microsoft Office Suite proficiency (Excel/Word/PowerPoint/Teams...)
• Mother tongue in either French or Dutch.
• Advanced knowledge in non-native language: French or Dutch + advanced knowledge in English required (spoken and written)
• Driving license (mandatory)

What we offer: 

• Competitive salary and benefits including 13th month, company car, health insurance and meal cheques 
• Hybrid working model 
• Learning opportunities: our culture of life-long learning up-skilling 
• A truly international and diverse working environment 
• Bicycle Lease Policy