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 fe

📌 Customer Experience (Ciudad de México)
🏢 BYD México
📍 Ciudad de México