We are looking for aCustomer Experience & NPS Specialistto join our team and help strengthen customer loyalty, satisfaction, and brand reputation across our dealer network.
Key Responsibilities
Develop, implement, and maintainNPS evaluation policies, processes, and service standards.
ProvideNPS and customer experience trainingto dealers, covering the pre-sale, sales, and post-sale/follow-up stages.
Guide dealerships in implementing effectivecustomer care practicesand monitor their results.
Analyze NPS results and customer feedback to identify trends, pain points, and areas of opportunity.
Reviewlow NPS scores and customer feedback, identify root causes, and work with dealerships to develop improvement plans.
Monitor dealership performance and follow up on action plans to ensure sustainable improvements.
Conducton-site dealer visitsto assess customer experience processes, identify gaps, and provide recommendations for improvement.
Support dealerships in strengthening customer-centric practices and improving their NPS performance.
Prepare reports and presentations regarding NPS performance, trends, and improvement initiatives.




Collaborate with internal teams and dealer personnel to ensure customer experience standards are consistently implemented.Requirements:
Education
~ Bachelor's degree in: Business Administration, Marketing, Customer Experience, Communications, or related disciplines.Professional Experience
No more than 3 year of experience in NPS, Customer Experience, or Customer Service within the automotive/OEM industry, or no more than 2 year of experience in automotive retail or dealership sales analyst.
Experience working directly with dealerships or customer-facing operations is highly desirable.
Experience analyzing customer satisfaction data and developing improvement initiatives is a plus.
Intermediate knowledge ofMicrosoft Excel, particularly data analysis and reporting.
Ability to analyze NPS and customer feedback data and translate findings into actionable recommendations.
Excellent communication and presentation abilities.
Strong analytical and logical thinking.
Teamwork and collaboration.
English Advanced proficiency.

📌 English Speaking Customer Experience Representative (Campeche)
🏢 BYD México
📍 Campeche