Company Description

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction. 

Job Description

Position Objective:

Monitoring, analyzing, and interpreting the results of market research in the automotive sector, particularly surveys on customer satisfaction in service and sales, in order to provide operational and consulting support to the Customer Experience department for the service and sales areas. Knowledge of Customer Journey concepts and Sales Processes.

Main (but not exhaustive) requirements:

• Preparation of reports and ad hoc analyses on Customer Experience topics
• Creation of PowerPoint presentations on Customer Experience topics
• Design, management, and delivery of virtual coaching sessions to deepen topics related to Customer Experience in sales and service, conducted through webinars dedicated to Customer Experience Managers, Sales Managers, and Service Managers
• When needed, support activities for the Sales and Service Organizational Network for the implementation of new projects and tools
• When needed, development and delivery of training modules to the internal Field team and the Sales and Service Organizational Network on Customer Experience topics
• When needed, classroom behavioral training on soft skills (Customer Orientation, Customer Relationship Management, Customer Satisfaction)
• When needed, potential analysis and gap analysis for sales and after-sales roles (Customer Manager and Service Manager)
• Data monitoring, preparation of reports, and feedback on results related to various KPIs indicated by the Brand

Skills:

• Must have advanced knowledge of the automotive sector.
• Excellent analytical skills to evaluate KPIs related to qualitative aspects of sales and service processes and translate analyses into action plans aimed at improving areas with deficiencies.
• Must know the main DMS systems used by dealers (as well as related CRM modules) and extract reports for coaching purposes. The results of these surveys are processed through specific web portals, knowledge of which is a mandatory requirement for the Coach.
• Excellent knowledge of the Office suite and main videoconferencing platforms.
• Ability to work independently, in groups, and as part of a team.
• Inclination to share reports and results.
• Presentation and public speaking skills.
• Active listening and feedback delivery skills.

Qualifications:

• University degree
• Knowledge of the English language

Experience:

• At least 2 years of field work experience in the automotive sector.

Additional Information

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.