Guest Experience Coach

**Who are we?**

MSX is a leading technology - enabled business process outsourcing company that provides state of the art solutions and services to automotive business in more than 80 countries. For over half a century, our strategic solutions have helped car manufacturers and their dealer networks thrive within the evolving automotive industry.

Working at MSX means being part of a motivated, successful team. We focus on three key principles: empowering our people to contribute to company development; creating systems and processes that support organizational and personal growth; and fostering people’s growth by promoting an entrepreneurial approach to work.

**Role Purpose**:
We are currently looking for a **Guest Experience Coach (M/F/d) **for a Renowned Car Brand in **Germany. **The position is field based with 2 days Home office / week.

**Your Profile**:

- **A player-coach** — You're comfortable switching gears between tactical execution on the front lines with customers and strategic planning and performance with a clear understanding of the bigger picture.
- ** An exceptional people leader** — You possess strong leadership skills and a proven history of attracting, developing, motivating, and retaining outstanding managers and associates who are highly accountable and engaged around our brand mission, vision, and values.
- ** You're process-oriented** — You are skilled at developing new frameworks and building scalable processes from scratch to enable efficiency, productivity, and scale.
- ** A data-driven decision maker** — You've got solid analytical skills with the ability to analyze and interpret data to deliver insights that optimize business performance.
- ** An excellent project manager** — You are highly skilled at end-to-end project management and adept at juggling multiple projects and priorities in a fast-paced environment while never missing a deadline.
- ** A collaborative team player** — You work effectively with others and love collaborating cross-functionally on high-impact projects that add value.
- ** A Customer Experience (CX) thought leader** — You're deeply knowledgeable about the latest industry trends, best practices, software, and tools and leverage those insights to continuously raise the bar for our CX function.

**Main Responsibilities/Tasks**:

- Work directly with Leadership Team to gain momentum on CX
- Owns accountability for Ownership Experience performance metrics, ensuring KPIs are achieved or exceeded.
- Support the dealers to improve the purchasing experience of the EVs and implement processes to ease EV ownership of the customers
- Strong influence, negotiation, analytical, and executive management skills
- Organizational change agent and unifying leader, establishing goals, and implementing innovative processes while spearheading operational improvement initiatives
- You work together with people from different disciplines, from a diversity of backgrounds.
- Comfortable with tough conversations and confident expressing candor to any audience; has executive presence
- Unify multi-disciplinary teams’ stakeholders, and executives while executing high-quality strategies
- Facilitate workshops and lead meetings with Leadership and Frontline employees to ensure transparency between departments
- Strong partnership with the Field team to prioritize CX improvement opportunities
- Solution oriented with a focus on goal attainment and driving change
- Excellent written and verbal communication skills
- Use powerful questions to raise awareness of areas of opportunity
- Comfortable with working with groups or individuals
- Embraces diversity, thinking, and being able to motivate others through challenging situations
- Ability to develop collaborative relationships and become a trusted partner

**What do we require from you?**
- Min.3-5 years proven record of driving operational business influencing customer experience (in sales/commercial, marketing, training, dealer/subsidiary management, aftersales services) and CX performance improvements in industries like hospitality, airlines, banking, FMCG, retail, telecommunication and/or automotive.
- Understanding and experience of customer service journey / customer experience journey
- You have extensive experience of working with customers and are able to operate at senior management level to drive successful change
- Proactive and can-do attitude, always curious to develop existing processes as “there is always a better way”.
- Preferably 3-5 years coaching and consultancy knowledge in CX and/or retail operations/ownership experiences
- 5+ years of proven experience managing people and teams
- Understanding of customer journey of electric vehicles is an plus
- Proven ability to design customized learning solutions to support client goals
- Ability to understand business strategy and translate it into learning solutions
- Ability to deal with ambiguity and fast-paced change driven by growth and client n