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Aftersales Customer Relationships Centre (CRC) Manager

Jaguar Land Rover
Closing date
6 Jun 2022

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Contract Type
Full Time
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Company description:A leading premium automotive business and leading to move towards electric autonomous vehicles.Job description:WHAT TO EXPECTJaguar is an iconic brand with an illustrious heritage that is now undergoing a dramatic transformation. As part of the Re-Imagine strategy for the JLR business, Jaguar will be repositioned as a modern luxury brand and will seek to offer a new end to end customer journey, underpinned by an all-electric car portfolio. As part of this brand led turnaround, we are seeking an exceptional individual with a proven track record in Customer Relationship Centres.This role will work within a small team shaping the future go to market strategy for our new car, launching in 2025. You will work alongside a senior manager to define what the customer service offering should be, then take responsibility for implementing these world class, luxury experiences in our global markets. In doing so this role will have a significant influence over the success of the overall brand transformation.Key Accountabilities and Responsibilities: * Define the CRC capabilities required to deliver a luxury aftersales experience * Define the CRC operating model in each market * Working with IT, specify and build the Future Jaguar CRC * Recruit, train and motivate the team that will deliver a world class luxury CRC * Lead the Future Jaguar CRC into BAU delivering the highest standards of customer satisfaction in the industry * Champion the customer throughout the Jaguar business, representing customer needs and presenting a compelling case for internal changes and improvements * Financial Analysis - manage your budget effectively and be able to promote requirements for additional funding where they can increase the Customer recommendation ratings and increase overall business performance. * Support the development and training of staffWHAT YOU'LL NEEDAs the Aftersales Customer Relationships Centre (CRC) Manager, you'll need the following knowledge, skills & experience: * Experience and background in CRC strategy and operations * Previous experience in CRC transformation projects and/or new CRC set up * Omni-channel operations experience * Experience working with CRC software and technology (ideally SAP & Salesforce) * Background in B2C operations * Experience in case management / one-to-one relationship CRCs * Proven experience in delivering contact centre hygiene metrics and customer satisfaction * Experience in operating non-UK CRCs and/or multi-lingual operations * Proved customer journey mapping experience * A relevant bachelor's degree or equivalent; with proven track record as a Customer Services leaderPersonal Profile: * You are someone who acts with a customer centric mindset who is easy to do business with, seeks customer insight and feedback, uses data to inform customer focused decision. * You are results driven and demonstrate tenacity, drive and perseverance * You have commercial acumen to understand the financial impact of business decisions and timing implications * You are inquisitive and will take the initiative to learn about each area and workstream to provide informed and insightful relevant information * An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs * An individual who is able to challenge existing thinking and suggest new ways of approaching customer service * A resourceful individual able to operate with a high degree of autonomy and with limited resources. * A good communicator who can communicate complex ideas * An effective team player, actively leads, develops and supports team members#LI-POSTProfile description:A leading premium automotive business and leading to move towards electric autonomous vehicles.We offer:This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.
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