We are looking for a Customer Experience & NPS Specialist to join our team and help strengthen customer loyalty, satisfaction, and brand reputation across our dealer network.
Key Responsibilities
- Develop, implement, and maintain NPS evaluation policies, processes, and service standards . - Provide NPS and customer experience training to dealers, covering the pre-sale, sales, and post-sale/follow-up stages. - Guide dealerships in implementing effective customer care practices and monitor their results. - Analyze NPS results and customer feedback to identify trends, pain points, and areas of opportunity. - Review low 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. - Conduct on-site dealer visits to 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 of Microsoft Excel , particularly data analysis and reporting. - Ability to analyze NPS and customer f

📌 Customer Experience (México)
🏢 BYD México
📍 México