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Manager - NPS (Automotive Industry)

Salary undisclosed

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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


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