Manager Customer Retention & Experience

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Job Description

Asco Motors is a subsidiary of Toyota Tsusho South Pacific Holdings and is the only authorized dealer and distributor of Toyota and Yamaha in Fiji. When you join Asco Motors, you will become part of a global company that promotes a family-friendly environment and seeks to achieve world-class standards in all areas of our business. In Fiji, Asco Motors is an automotive dealer/distributor and employs over 300 staff. Asco Motors markets quality products and services with franchises that include Toyota, Yamaha, Bridgestone, CWorks, Massey Ferguson, and Avis.

The Manager Customer Retention and Experience is responsible for the end-to-end design, governance, performance, and continuous improvement of Asco Motors Fiji’s customer retention and experience system across all brands, business units, and customer segments. The role’s core objective is to protect and grow customer lifetime value by strengthening loyalty, trust, and advocacy, while ensuring customer outcomes are delivered in a safe, compliant, ethical, and data-secure manner aligned with governance standards. Acting as a system owner rather than a campaign manager, the position translates Voice of Customer (VOC) insights into enterprise-wide operational and behavioral improvements, enabling service-led retention and win-back strategies, safeguarding brand reputation and OEM credibility, and driving sustainable profitability. Ultimately, this role is a critical enabler of Vision 2030 and OneAsco outcomes, ensuring that customer experience remains a strategic pillar of long-term success.The role reports to the National Manager Customer Services.

Outcomes

Organisational Stakeholders
1. Financial Performance and Cost Optimisation Achieved
Annual budgets for customer retention and experience developed and managed in alignment with strategic objectives. Measurable return on investment delivered through initiatives supported by approved business cases. Strict adherence to procurement policy and delegated authority limits maintained across all retention and experience initiatives. Expenditure monitored, variances analysed, and accurate financial reports submitted on a monthly, quarterly, and annual basis. Cost-to-serve optimised without degradation of customer experience quality. Monthly, quarterly, and annual customer experience, retention, and ROI performance reports prepared and presented to leadership.
2. Robust Governance and Process Excellence Strengthened
Enterprise-wide customer retention system governed to eliminate lifecycle leakage and improve structured retention outcomes. Customer retention and experience processes designed, documented, and continuously improved to enhance operational efficiency. Compliance with company policies, regulatory obligations ensured across all customer-related processes. Governance controls for loyalty programs, incentives, gifts, and engagement campaigns established and enforced. Process KPIs monitored, systemic weaknesses identified, and corrective actions implemented through structured problem solving. Customer journey mapping led and systemic root causes eliminated to strengthen end-to-end process reliability. Practices benchmarked against Toyota and global distributor standards to ensure best-in-class alignment.
3. Customer Retention and Brand Experience Enhanced
End-to-end customer journey governed across all channels and touchpoints to ensure seamless experiences. Service-led retention strategy executed and customer lifecycle leakage reduced. VOC, NPS, CSAT, churn, and win-back data analysed and actionable insights converted into targeted retention initiatives. Structured retention, relationship-building, and win-back strategies implemented to strengthen long-term customer value. Consistent, brand-aligned customer experiences delivered across all branches and locations. Loyalty programs and customer engagement initiatives governed to improve participation and brand advocacy. Escalated and high-risk complaints personally overseen to ensure timely trust recovery and reputational protection. Online and social media customer interactions governed to safeguard brand reputation.
4. Data Integrity, Risk Management and Compliance Reinforced
Customer-related reputational, conduct, data, and systemic risks identified, assessed, and actively managed. Zero tolerance for data privacy breaches enforced through strict data governance controls. CRM, VOC, and digital engagement processes aligned with data accuracy and cybersecurity standards. Customer data integrity maintained in line with internal policy and cyber requirements. Material risks, adverse trends, and control failures escalated promptly to executive leadership. Audit, risk, and compliance reviews supported through documented evidence and process transparency.
5. Capability Development and Customer-Centric Culture Embedded
High-capability customer experience team developed through structured coaching and performance development initiatives. Customer-centric mindset embedded across branches in alignment with OneAsco values. Capability gaps identified and structured development plans implemented to strengthen service delivery standards. Succession plans supported for critical customer service roles to ensure leadership continuity. Cross-functional learning promoted through VOC insights and disciplined problem-solving frameworks.

Responsibilities - Critical Competencies

Competence	Description
Business
Business Performance	Manage the performance of the organisation.
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Information Analysis	Make informed decisions by collecting and interpreting data and information
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Commercial Focus	Optimize the commercial viability of the organisation.
Relationship Building	Build beneficial relationships with suppliers and stakeholders.
Quality Focus	Deliver quality.
People
Leadership	Utilise a leadership position to influence people and events and to increase performance.
Problem Solving	Develop practical solutions to a situation.
Negotiation	Reach agreement through discussion and compromise.
Learning	Develop the competencies of self and others to enhance performance.
Self-Management	Manage your priorities and objectives efficiently and effectively
Professional
Compliance	Comply with relevant laws and the policies and procedures of the organisation.
Financial Application	Apply financial principles and practices.

Qualifications

Qualification	Discipline	Notes
Preferred
Degree	Business, Marketing	or a related field.

Work Knowledge and Experience

1. Minimum 5 years' experience in customer experience, retention or service leadership
2. Solid knowledge of governance frameworks, regulatory compliance requirements, procurement controls, and risk management practices within customer operations.
3. Experience in leading high-performing customer experience teams, embedding customer-centric culture, and implementing structured capability development and succession planning programs.
4. Strong financial acumen with demonstrated experience in budget management
5. Extensive experience in designing and leading enterprise-wide customer retention and experience strategies across multi-branch or multi-channel environments.

Interactions

Interaction	Comments
Internal
All departments..
External
Customers
External Service Providers
Manufacturer Representatives

Attributes

Attribute	Definition
Behavioural Styles
Achiever	Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment.
Enthusiastic	Shows high levels of excitement and interest, and expresses positive feelings.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Perceptive	Shows keen insight and understanding of issues or situations.
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Flexible/Adaptable	Readily accommodates changing circumstances, modifying own behaviour and/or views. Able to adjust easily to new conditions.
Holistic thinker	Considers issues/situations as a whole rather than analysing or dissecting the parts.
Numerate	Shows abilities in quantitative thought and expression.

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