Audi Business and Vendor Development Lead-Michigan-Latest Job Vacancy January 2015

Audi Business and Vendor Development Lead-Michigan-Latest Job Vacancy January 2015 - Good morning Sir/madam, how are you? May you continue always in good condition, healthy and abundant fortune. On this occasion, the admin of this blog will present jobs information that is just we get. The latest job today comes from a respected company in our country and has a good reputation. For more detailed information and requirements needed to apply for the job, please be learnt carefully in the following article. Good luck

Audi Business and Vendor Development Lead - AUD000378

Primary Location: United States-Michigan-Auburn Hills




Role Summary:
The successful candidate will have demonstrated extensive experience in Digital & Social Media, will show proven success in cross functional collaboration and the ability to quickly adapt teams to support strategic business goals. The selected individual must have a strong track record of building relationships across many stakeholders including cross-department and multiple external vendors.
Act as customer contact advisor & “go to” person for all customer engagement operational and process improvement, innovation & supporting technologies.
Act as the central partner to business owners for customer experience integration, insuring alignment of strategic plans, & the development of the customer experience improvement portfolio.
Develop & maintain effective working relations with brand business units, group vendors and affiliates. Maintain a profound understanding of business strategies and execution plans and timing.
Initiate and manage significant work efforts (projects, service requests) and ensure that they are delivered utilizing the internal teams (i.e. support team, customer engagement development factory, operations) and external vendors.
Key leadership that works with Marketing, Social Media, and Digital Operations teams at AoA to continue to innovate in customer contact methods, supporting communications, campaigns.
This individual will drive the integration and support the advancement of our Audi Contact Center of Excellence.

Role Responsibilities:

Marketing:
CXC expert in Call Social Media/Communications, and Digital Operations; ensuring continuous integration of the CXC with these teams including identification of customer touch points with CRM, Audiusa, etc.
Collaborate and partner with AoA departments to drive innovation.
Collaborate with Audi Brand business leads in the strategic development of new initiatives to ensure operational excellence for the CX Center’s representation.  
Collaborate with marketing on defining the future of customer service in social platforms and managing official responses to customers in social platforms.

Leadership/Advocacy:
Fosters Audi culture within the Audi CXC.
Collaborate closely with Operations Leader and Executive/Loyalty Leader to align customer handling strategy across Regional, Loyalty and Executive Phone Teams and the Digital Team (Chat, Social, e-mail, Webmail, AudiTalk).
Conduct monthly and yearly Performance Reviews.
Make financial recommendations and sound business decisions.
Demonstrates empowerment.
Driving management strategic behaviors (group performer competency, Driving trust, respect, collaboration, performance etc...)
Develop and implement efficiency and quality enhancements
Continuous development of teams

Delivery:
Collect and document business requirements.
Work with support team experts to design, test and ready new customer engagements.
Operationalize customer engagements.
Communications:
Identify and segment data trends/VOC patterns, synthesize and share with business unit stakeholders and team operations.
Participate in meetings and conference calls to then be able to cascade new or revised programs, product information, and proposed organizational strategies to enable advocates to deliver outstanding customer service consistent with the Audi Brand expectations.
Ability to communicate with and influence executive management
Display strong interpersonal skills (positive attitude, flexible, adjusts to change and thrives under pressure).

Strategy:
Deliver a consistent communication strategy that is aligned to the AoA customer experience strategy across all channels.
Incorporate technologies to provide optimal customer experiences
Manage large-scale projects including new business, modifying/developing and implementations of new center technologies.
Identify online influencers, evaluate emerging business issues and trends; create a reporting and escalation path as needed for the business.
Must demonstrate out of the box thinking in order to resolve customer concerns.
Define relevant KPI’s for services, establish and define controls and control actions and meet or exceed defined KPIs and objectives.
Forecast resource needs based on business drivers
Continuous integration of best practice and technology

Staffing/Training:
Facilitate and/or participate in field meetings and trainings, CXC operations and training meetings.
Monitor staffing levels and scheduling requirements within team and report caseloads to Workforce Manager.
Responsible for collaboration with staffing vendors to address contractor performance issues as necessary.
Review daily and monthly Vendor key performance indicator (KPIs) reporting to ensure output meets brand and operational center requirements.
Contact Center Operations/Processes:
Expert knowledge of Contact Center processes and operations
Work directly with AoA Field and Operations leads to design process improvements and contact center operational efficiencies and quality improvements.
Demonstrate knowledge of Audi policies and procedures.

Required Experience:
10+ years combined Marketing and Customer Contact Operations Experience
Marketing Experience (Brand development, Digital/Social Media strategy)
Contact Center operations experience
Supervisory experience (leading and building teams, employee retention)
Desired Experience:
Workforce Management experience

Required Skills:
Presentation and Communications Skills (presenting to Sr. Leadership, CXC Team, and cross-functional meetings/projects within AoA)
Business relationship development & support
Vendor relationship development, continuous enhancement and brand alignment
Customer Focus
Building and developing relationships
Vendor management & development
Analytical and conceptual thinking – using logic and reason, creative and strategic
Computer savvy – skilled in the use of software
Digital & Social media design and use expert  (Customer engagement)
Integration – joining people, processes or systems
Influencing and negotiation skills
Problem solving
Resource management & Development
Process design, documentation and continues refinement
Business Development
Services definition and delivery
Team performance measurement and management

Desired Skills:
Corporate PR/Communications
Project Management

Required Education:
Bachelor’s Degree in Communications, Business, Marketing or equivalent
Desired Education:
Master’s Degree in related field of study

Work Flexibility:
Able to travel both domestically and internationally as required

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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