About BYD
Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.
BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.
BYD Europe BV located in Schiedam, Netherlands is the marketing and sales HQ of BYD Co., Ltd based in Shenzhen, China. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.
About BYD France
BYD France is the French National Sales Company of BYD BV Europe and BYD Company Ltd, a China-based company and a leading global supplier of green energy technologies. BYD France offers a range of electric vehicles, including all-electric cars, buses & forklifts. BYD is expanding its operations in France to support a growing portfolio of New Electric Vehicle Passenger car and LCVs projects.
Key Responsibilities:
Customer Experience Strategy Definition:
Develop and implement customer-centric strategies to ensure a seamless experience throughout the entire customer journey.
Collaborate with cross-functional teams to optimize key customer touchpoints (e.g., test drives, purchase, delivery, service).
Customer Satisfaction Management:
Design and enhance tools for monitoring customer satisfaction (e.g., NPS, CSAT).
Analyze customer feedback to identify areas for improvement and implement corrective actions.
Service Process Optimization:
Assess existing service processes, identify pain points, and propose solutions for improvement.
Ensure that dealerships or service centers adhere to brand quality standards.
Customer Communication & Interaction:
Define customer communication strategies across online and offline channels.
Handle customer complaints and special cases by coordinating internal resources for swift resolution.
Digitalization of Customer Experience:
Drive digital transformation by developing applications or optimizing online platforms for customers.
Ensure the collection and analysis of customer data comply with privacy regulations.
Cross-Functional Collaboration:
Work closely with marketing, sales, after-sales, and IT teams to design and implement projects aimed at enhancing customer experience.
Train internal staff to raise awareness of the importance of customer experience.
Qualifications & Requirements:
Bachelor’s or Master’s degree in Business, Marketing, Customer Experience, or a related field.
5+ years in customer experience management, market research, or a related role, preferably in the automotive industry.
Strong ability to analyze customer feedback (NPS, CSAT) and translate insights into actionable improvements.
Excellent interpersonal skills to work cross-functionally with internal teams and external partners.
Experience with CRM tools, data analytics, and digital customer engagement strategies.
Ability to identify service inefficiencies and propose customer-centric solutions.
