Customer Service Market Manager - Long Island/ CT/ NY

 

POSITION:  Customer Service Market Manager – Market 51

LOCATION: Field Based – NY/NJ/CT Metropolitan Area

 

Live the Exceptional With Soul. This is the singular purpose of JLR.

 

At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.

 

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

 

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

 

Reporting to the Regional Performance Manager (RPM) for Market 51, the successful candidate will work closely within the Retailer Customer Service team to improve customer satisfaction and Retailer efficiency. By fully embedding JLR policies, processes and systems into the Retailer operation, the CSMM will work closely with the Retailer's Management Team to improve Customer Service performance made possible by smooth, efficient Retailer processes enabling a customer optimized experience. The CSMM will support the Regional Performance Manager (RPM) to drive overall Retailer performance through the Retailer’s Head of Business.

 

 

What you will be doing:

• Leads, coaches, and mentors the Retailer to create a Customer First culture that delivers an outstanding customer service experience to every customer, every time
• Utilizes Retailer Balanced Scorecard, intelligence data and tools to plan, implement and proactively manage a customer satisfaction improvement strategy with the Retailer
• Analyzes KPIs and performance data to identify opportunities to improve customer service and parts performance and profitability and agrees action plans (utilizing RPTK) with the Retailer to deliver improvements
• Coaches and supports the Retailer's Management Team to help them achieve their business objectives
• Supports the RPM to agree JLR performance targets with the Retailer in line with JLR business plans and market potential
• Is responsible for driving the performance of Customer Service Departments, using KPIs to identify Customer Service process improvement opportunities
• Supports RPM in working with customer service teams to develop and implement a Medium Term Business Plan, to include retention growth, parts / accessories, customer satisfaction improvements and capacity planning, ensuring that the Retailers capacity to grow sustainably is in line with JLRs overall growth strategy
• Reviews key processes (e.g. diagnostic processes, repair orders, quality checks, concern reporting, Field Service Actions, Warranty processes) and identifies opportunities to improve compliance and efficiency
• Drive capacity and capability of customer service through activities such as: Implementing parts pre-picking, Refining workshop loading, Technician efficiency and remuneration, Warranty policy / process, eVHC implementation, Monitoring Technician capability
• Perform oth