Customer Experience and Marketing Administrator

Entreprise: Toromont CAT
Type d'emploi: Temps plein

The Customer Experience & Marketing Administrator is responsible for the day to day tactical work required for our Customer Experience (60% of time) and Marketing (40% of time) Department.

Ensure data accuracy for Parts, Service (Shop, CSA, PM & Field), Rental, Mining and Sales Surveys - weekly review and request for changes/updates.
Prepare measurement, reporting and internal communications.
Complete monthly review of customer list for Sales survey (addition of missing data and distribution for review by local management).
Complete review of monthly/yearly survey quotas.
Complete effective closure of disputes.
Complete changes of CX survey company website.
Effective documentation of sales opportunities uncovered and closed during the survey process.
Deletions and transfer requests for surveys.
Monitors open issues for resolution, ensure effective documentation of customer complaints and issue resolution process.
Monitor the issue escalation and resolution process that allows for better awareness across all division customer contact representatives.
Contribute to effective communication of Customer Loyalty Results throughout the Dealership (posters, reports), You’re Appreciated program administration and translation (English/French) for monthly emails and quarterly business newsletter.
Complete and sends monthly CX metrics to CX Manager and to local management and create CX posters for region.
Contribute to the Marketing department for the support of Weekly leads coordination (P&S and machines), reviews of monthly websites pages for quality control and monthly marketing billing (Marketing credit card).
Support to team for translating (English/French) documents for internal communication when needed.

College degree in marketing or general administration with 2 years of experience in a similar role.
Must have working knowledge of the dealership sales, rental, parts and service organization.
Superior communication skills both internally and externally
Have knowledge of the process and systems used to measure customer satisfaction and loyalty.
Advanced knowledge in Excel required
Bilingual (French/English)