Customer Experience & Network Graduate Program

Customer Experience & Network Graduate Program is a 6-month development opportunity designed for fresh graduates who are interested in Customer Experience, CRM, Marketing, Network Operations, and Automotive Retail.

The Graduate will gain practical exposure to Cadillac's customer journey and dealership network while working closely with Sales, Aftersales, Marketing, CRM, Training, and Network teams.

Throughout the program, the Graduate will support day-to-day activities, data tracking, customer experience initiatives, and network performance follow-up while developing a strong understanding of Cadillac's premium customer experience standards.

Upon successful completion of the 6-month program, employment with Mansour Automotive may be offered based on individual performance, business requirements, and available opportunities.

Key Responsibilities

• Customer Experience Support: Assist in implementing customer experience initiatives across different customer touchpoints.
• Customer Journey Support: Assist in reviewing and documenting the customer journey across digital, showroom, sales, and aftersales touchpoints.
• CRM Support: Support CRM activities, customer data updates, follow-ups, and customer engagement initiatives.
• Customer Feedback: Assist in collecting and tracking customer feedback, satisfaction results, and NPS-related data.
• Network Support: Support the monitoring of dealership compliance with Cadillac customer experience and brand standards.
• Dealer Coordination: Coordinate with dealership teams to follow up on assigned actions, requests, and customer experience activities.
• Performance Tracking: Assist in preparing reports and tracking key customer experience and network performance indicators.
• Call Center Follow-up: Support the monitoring of call center activities and follow up on outstanding action points.
• Training Support: Assist in coordinating training activities with dealership teams and the Training Academy.
• Digital Customer Experience: Support customer-facing digital initiatives across websites, applications, and other digital platforms.
• Omnichannel Experience: Support initiatives aimed at maintaining a consistent customer experience across online and offline channels.
• Marketing Coordination: Assist the Marketing team by providing customer insights and supporting customer experience-related campaigns and activities.
• Data & Reporting: Support the preparation of basic reports, presentations, dashboards, and analysis related to customer experience and network performance.
• Cross-functional Collaboration: Work with Sales, Aftersales, Marketing, CRM, Training, and Network teams to support ongoing projects and initiatives.
• Continuous Learning: Participate in assigned learning activities, projects, and on-the-job training throughout the program.

Qualifications

• Fresh graduate or recently graduated from a relevant university degree.
• Bachelor's degree in Business Administration, Marketing, Management, Communications, Commerce, or a related field.
• Strong interest in Customer Experience, Marketing, CRM, Automotive Retail, and Network Operations.
• Good command of English and Arabic.
• Good knowledge of Microsoft Office, especially Excel and PowerPoint.
• Basic understanding of data analysis and reporting.
• Strong communication and coordination skills.
• Willingness to learn and work in a fast-paced environment.
• Ability to work effectively with different teams and stakeholders.
• Strong attention to detail and follow-up skills.

Preferred Skills

• Basic knowledge of CRM systems.
• Basic knowledge of Power BI or other reporting tools.
• Interest in digital customer experience and social/digital platforms.
• Analytical and problem-solving mindset.
• Strong presentation and interpersonal skills.

The Graduate's performance will be evaluated throughout the 6-month program based on:

• Learning agility and development
• Quality and accuracy of work
• Communication and teamwork
• Customer-centric mindset
• Ownership and accountability
• Attendance and commitment
• Analytical and problem-solving skills
• Ability to apply learning in practical situations
• Overall contribution to the team

Successful completion of the program does not automatically guarantee employment. Potential employment will be considered based on the Graduate's overall performance, demonstrated capabilities, business requirements, and available positions within Mansour Automotive.