CSI Specialist (Customer Satisfaction Index)

Chery is a leading Chinese automotive company with a diverse portfolio that includes the R&D, production, and sales of passenger cars, commercial vehicles, mini cars, specialty vehicles, and powertrain systems. With over 8.75 million vehicles sold globally, Chery serves customers in more than 80 countries and regions worldwide.

Omoda & Jaecoo is an innovative new brand under the Chery Group, operating independently from other Chery brands. It focuses on cutting-edge design and technology in the production and sales of passenger vehicles.

Job Summary

In this role, you will be responsible for monitoring customer satisfaction indicators, analyzing survey results, identifying improvement opportunities, and supporting dealer performance management. You will work closely with internal teams and dealerships to drive customer experience improvements, strengthen accountability, and ensure continuous improvement across our dealer network.

Key Responsibilities

Monitor and analyze Customer Satisfaction Index (CSI) results across the dealer network, identifying trends, performance gaps, and opportunities for improvement. Develop data-driven insights and recommend action plans to improve customer satisfaction and dealer performance. Monitor dealer performance and ensure accountability for addressing customer experience issues and root causes.

Develop, maintain, and improve CSI standards, tools, processes, and policies. Follow up on dealer action plans, ensuring corrective actions are implemented and completed within established deadlines. Track and report key performance indicators (KPIs), including CSI scores, dealer action plan closure rates, and survey response rates.

Support the identification and recovery of underperforming dealerships through targeted improvement initiatives. Support complex customer experience cases and the implementation of new processes and initiatives. Collaborate with Field Operations, Dealers, Customer Care, and Sales to drive continuous improvement in customer experience and satisfaction.

Requirements

Bachelor's degree in Business Administration, Engineering, or a related field. Advanced English. Experience in customer experience/customer satisfaction in the automotive industry. Strong analytical skills and the ability to interpret data and translate insights into actionable improvement plans. Experience with performance monitoring, KPI tracking, and reporting.

Strong organizational skills and the ability to manage multiple priorities and follow up on action plans. Excellent communication and stakeholder management skills. Excel skills; experience with data visualization tools such as Power BI is a plus. Location and work-mode: 100% on-site (Rochaverá building - near Shopping Morumbi).