CSI & Retail Consulting Specialist

Mercedes-Benz Korea Limited

Mercedes-Benz Korea Limited, Seoul Square, Seoul (On-site)

Job Type Full-time

Experience Senior

Posted 1 week 6 days ago

On-site Senior Level

Customer Intelligence Management

Oversee and analyze customer feedback from Dealers, the Customer Contact Center, CSI surveys, and media.
Use data insights to address areas of concern and leverage positive feedback.
Establish and monitor customer satisfaction KPIs and provide regular reports and insights to management.
Develop and implement systems for prompt and effective customer complaint resolution.
Manage mystery shopping initiatives to assess and enhance network performance.

CSI Process Optimization & Organization Development

Identify opportunities to optimize after-sales processes, efficiency, and customer satisfaction.
Develop training programs for after-sales organizations and enhance customer service skills.
Conduct regular training to reinforce customer-centric behavior and service excellence.

CSI Strategy Development and Implementation

Develop and implement comprehensive Customer Satisfaction Index strategies aligned with company objectives.
Analyze market trends and customer feedback to identify improvements in the after-sales service journey.
Collaborate with Dealers, Sales, Customer Service, Finance & Controlling, PR, Network Development, and the Training Academy.
Build strong internal stakeholder relationships and implement best practices and standards to improve service delivery.

Retail Consulting Management

Analyze the customer service landscape and performance-based process optimization potential across the MBK service network.
Optimize workshop utilization, planning, and resource allocation through structured routines and intelligent scheduling.
Provide targeted coaching and leadership development to retail teams.
Drive, support, and monitor change initiatives to ensure effective adoption of new processes and strategies.

Bachelor’s degree in engineering, business, marketing, or a related field.
Minimum seven years of experience in a customer-focused role within the automotive industry, preferably in after-sales service.
Strong analytical, communication, interpersonal, leadership, and collaboration skills.
Knowledge of automotive service processes, industry trends, and CSI methodologies.
Results-oriented mindset focused on continuous improvement.