Quality and Customer Experience Specialist

About the role

The Quality and Customer Experience Specialist ensures that the dealer network delivers a consistent, high‑quality customer journey. The role focuses on measuring Net Promoter Score (NPS), auditing dealership practices, and supporting continuous improvement across sales, aftersales and marketing functions.

Key responsibilities

• Conduct regular on‑site visits and audits at dealerships to verify compliance with brand and showroom standards.
• Measure and analyse NPS and other customer experience indicators.
• Support dealers in implementing improvement plans and operational standards.
• Act as the primary point of contact for CX topics within the dealer network.
• Ensure alignment between corporate guidelines and dealer execution.
• Collaborate closely with Sales, Aftersales and Marketing teams to enhance processes that impact the customer experience.

Required profile

• Bachelor’s degree in Business Administration, Industrial/Mechanical/Automotive Engineering or related field.
• 3+ years of experience in NPS, customer service, field work in an OEM environment, or automotive sales.
• Strong analytical mindset, attention to detail and ability to manage multiple priorities.
• Fluent English communication skills.

Required skills

• Proficiency in Microsoft Office, especially Excel for data analysis and reporting.