About Fisker Inc.
California-based Fisker Inc. is revolutionizing the automotive industry by developing the most emotionally desirable and eco-friendly electric vehicles on Earth. Passionately driven by a vision of a clean future for all, the company is on a mission to become the No. 1 e-mobility service provider with the world's most sustainable vehicles. To learn more, visit www. FiskerInc.com – and enjoy exclusive content across Fisker's social media channels: Facebook, Instagram, Twitter, YouTube and LinkedIn. Download the revolutionary new Fisker mobile app from the App Store or Google Play store.
We are seeking a visionary and customer-centric Director of Customer Relations to lead our customer service, satisfaction, and retention initiatives at our global headquarters in Manhattan Beach, CA. The ideal candidate will oversee the development and execution of strategies that prioritize customer needs, enhance satisfaction, and drive brand loyalty.
Customer Experience Strategy: Develop and implement comprehensive strategies to optimize the overall customer experience journey, ensuring excellence at every touchpoint, from pre-sales to post-sales interactions.
Customer Service Operations: Oversee and enhance customer service operations, including the establishment of service standards, procedures, and guidelines. Drive a culture of responsiveness, empathy, and excellence in customer support.
Relationship Management: Build and maintain strong relationships with customers, handling escalated issues, and ensuring prompt resolution of customer concerns to foster loyalty and trust.
Customer Feedback and Insights: Implement mechanisms to collect, analyze, and leverage customer feedback and insights. Utilize feedback to drive improvements in products, services, and processes.
Team Leadership and Development: Lead, mentor, and inspire a team of customer relations professionals. Foster a culture of continuous improvement, innovation, and customer-centricity within the team.
Customer Retention Programs: Develop and execute programs to increase customer retention and loyalty, including loyalty programs, customer appreciation initiatives, and proactive engagement strategies.
Cross-Functional Collaboration: Collaborate closely with sales, marketing, product development, and other departments to ensure alignment of customer relations strategies with business objectives and brand initiatives.
Performance Measurement and Reporting: Establish KPIs and metrics to measure customer satisfaction, retention rates, and service performance. Provide regular reports and insights to senior management.
Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree or relevant certifications are advantageous.
Proven experience (8+ years) in customer relations, customer service management, or related roles within the automotive industry or consumer- driven sectors.
Strong leadership skills with the ability to inspire and lead teams toward exceptional customer service delivery.
Excellent communication, interpersonal, and conflict resolution skills.
Strategic thinker with a customer-centric approach and the ability to translate insights into actionable strategies.
Experience in implementing customer feedback mechanisms and driving customer retention initiatives.
Expected Salary Range: $118,773 - $212,865 per year.
Additional Compensation: Salary is one component of total compensation, which may include bonuses, equity awards as applicable, and benefits. Employee eligibility to participate in equity programs is subject to the rules governing such programs.
Benefits: Fisker offers a comprehensive benefits package, including medical, dental, vision, and disability insurance coverage for eligible full- time employees, as well as their spouse or domestic partner and children up to age 26. Coverage begins on the first day of employment, with Fisker covering a significant portion of the premiums for employees.
The salary offered may vary based on several individual factors, including location, job-specific knowledge, education/training, certifications, key skills, experience, internal peer equity, and business considerations. Fisker aims to provide a competitive salary within the listed range, taking into account the diverse factors mentioned above.
Fisker is an Equal Opportunity Employer. Employment decisions at Fisker are based on merit, qualifications, and abilities. Fisker does not discriminate in employment opportunities or practices based on race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.