Consumer Relations Manager

Overview of the role:

Act as the liaison between the company and its customers, ensuring customer satisfaction and loyalty, by effectively addressing inquiries, resolving complaints, and fostering a positive image of the brand. This position involves proactively engaging with customers and internal teams to uphold service standards, implement feedback loops for continuous improvement, and maintain compliance with industry regulations. The consumer relations manager plays a crucial role in protecting and enhancing the brand’s reputation by ensuring that customer experiences consistently align with the Company’s values and commitments. 

What you will do:

VOC & Complaint handling

• Handle assigned cases/create C4C where Voice of customer and data is recorded 
• Manage voice of customer as per BYD way of complaint handling.
• Thoroughly investigate the concern (customer feedback, service center feedback, your own opinion, showroom)
• Call/meet customer concerns with quality listening and body language skills, show understanding and empathy do not interrupt while customer is telling his story make him feel heard and valued. 
• Ask key questions mainly around the incident, vehicle details, customer request.
• Reappraise the concern seriousness and make a win-win decision.
• Understand the relationship between the customer and Brand for retention and Kaizen purposes. 
• Discuss dissatisfied cases with Line Manager and convert up to 15% into satisfied. [provide case report]
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Goodwill Management 

• Manage customer expectations. 
• Raise / escalate potential buyback cases to Line Manager
• Prepare Goodwill approval request to Line Manager for final approval.
• Manage Compensation limit.
• Avoid Buyback (Refund/Replacement)
• Obtain approvals/prepare calculation sheet. 
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Consumer Protection Authorities 

Coordination with relevant authorities to resolve customer complaint cases:

• MoC (Ministry of Commerce)
• Saudi Authority for Accredited Valuers (Taqeem)
• SCCA-Saudi Center for Commercial Arbitration 
• Consumer Protection Association 
• Saudi Courts
• Public Prosecution and Police
• Committee for the resolution of Insurance Disputes and Violations
• Municipality 

1. Attend all cases coming from the above government entities, report in the provided system, make sure you receive customer complaints/request by email and make sure you have a written acknowledgement or response on the same day.
2. Maintain excellent relationship with government officials by weekly/monthly meetings or communication. 
3. Educate consumer protection agents about brand warranty terms.
4. Flag and escalate high-risk cases/potential Recalls.
5. Attend Court Reconciliation sessions.
6. Discuss the court case with Line Manager and Legal department. 
7. Avoid Court escalations by offering a reasonable goodwill if possible.
8. Attend and escalate police or municipality interactions to Line Manager
9.  

Internal Stakeholders support

• Join road test with customer and technical advisor from service centre in order to duplicate the customer concern whenever needed
• Involve technical experts (After sales management/DP) for transparency and better outcome (technical report If needed) / repeated repairs (maximum 2 attempts)
• Discuss warranty rejection with warranty team. 
• Collaborate with NSD (service contract department) whenever service contract was granted as goodwill and make sure it is reflecting in the system.