Cadillac – Customer Experience & Network Executive

Cadillac – Customer Experience & Network Executive

The Customer Experience & Network Executive supports the execution of customer-centric initiatives across the Cadillac network by contributing to marketing insights, brand storytelling, and operational excellence. The role focuses on supporting a seamless, premium customer experience across all touchpoints while assisting in dealer performance and customer loyalty initiatives.

This position combines hands-on execution , data-driven support , and cross-functional coordination to contribute to customer experience programs, CRM operations, and training activities for both sales and aftersales teams.

The executive will support the monitoring and follow-up of customer experience and CRM processes , assisting in reviewing the end-to-end customer journey from both customer and dealership perspectives. This includes contributing to the review of key interaction points such as initial inquiries, marketing communications, showroom and digital experiences, and after-sales support and retention activities.

Key Responsibilities

• Customer Experience Execution: Support the implementation of customer experience initiatives to improve satisfaction and loyalty across all customer touchpoints.
• Network Support: Assist in monitoring dealership compliance with brand standards to ensure consistent delivery of premium customer experience.
• Network Expansion Support: Support activities related to distribution network expansion in line with the overall growth plan.
• Dealer Coordination: Coordinate with dealership teams and the Training Academy on training activities, support requests, and performance follow-up.
• CRM Support: Assist in operating CRM systems, tracking customer data, and supporting engagement and retention initiatives.
• Performance Tracking: Support the analysis of customer feedback, satisfaction scores, and network KPIs to identify improvement areas.
• Call Center Follow-up: Assist in monitoring call center performance and follow up on action items with relevant stakeholders.
• Brand Alignment: Ensure customer-facing activities are aligned with Cadillac brand values and premium positioning.
• Cross-functional Collaboration: Support coordination with marketing teams to integrate customer insights into campaigns, service design, and content.
• Online-to-Offline Journey: Support maintaining a seamless Online-to-Offline customer journey across all customer touchpoints.
• Digital Support: Assist in customer-facing digital initiatives including website, app, showroom, and workshop systems.
• Omnichannel Support: Contribute to omnichannel customer journey governance and continuous improvement initiatives.

Qualifications & Experience

• 1–3 years of experience in customer experience, marketing, CRM, customer operations, or a related field.
• Basic understanding of customer journey mapping, brand positioning, and CRM tools .
• Proven Experience to:
• Digital and offline marketing campaigns
• Customer data tracking and reporting
• Customer feedback analysis and NPS tracking
• Content coordination and brand messaging
• Basic analytics tools such as Google Analytics, Power BI, or similar
• Strong coordination and communication skills.
• Ability to work cross-functionally with sales, service, marketing, and operations teams.