Responsibilities
- Manage and oversee company Net Promoter Score (NPS) across Singapore, Philippines, Laos, and Cambodia.
- Establish a local NPS & Voice of Customer data identification system; analyze customer complaints and identify product and service improvement opportunities.
- Produce regular analysis reports; present findings to the company and offer strategic decision-making guidance.
- Develop customer complaint handling standards and processes; track dealer complaint resolution and assess the effectiveness of closed-loop handling.
- Conduct research and surveys targeting customers, distributors, and aftersales services.
- Score and compare performance across sectors; conduct analysis and propose areas for improvement.
- Provide a comprehensive overview of the BYD NPS landscape.
- Conduct NPS audits and checks and manage the NPS database.
- Audit 4S, 3S, and 1S automotive shops to ensure compliance with CI, VI, and other requirements.
- Support these functions with overseas travel, particularly in the Southeast Asia region.
- Oversee NPS support, including research, surveys, analysis reports, and decision-making recommendations.
Requirements
- Bachelor's degree in business, marketing, or a related field.
- At least 5 years of working experience in an automotive distributor or dealer environment.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.).
- Possess with software and IT knowledge.
- Ability to communicate effectively and coordinate with colleagues at China HQ.
Tan Cheu Hoon, Fenny
EA License No.: 02C3423
Personnel Registration No.: R22105896
