Customer Service Business Development Senior Specialist (Revenue)

POSITION: Customer Service Business Development Senior Specialist (Revenue)

LOCATION: Mahwah, NJ

RECRUITMENT SALARY RANGE: $92,000 - $115,000

 

This role is not eligible for Visa Sponsorship.

 

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.

 

Creating Experiences that Customers Love, for Life. This is the singular purpose of Jaguar Land Rover (JLR) and is built around a focus to always put the customer first.  

 

You will be responsible for the roll-out of the Retailer Integrated Service Experience, the Proactive Care program, incremental parts revenue through the multipoint inspection process, and retailer standards for the Customer Experience & Commercial Revenue function.  

 

WHAT TO EXPECT:

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it’s a challenge that will help your career grow within an iconic organization. Here’s what to expect:

 

Business lead for the development and deployment of the Retailer Integrated Service Experience (RISE): 

• Become the local subject matter expert for the RISE application 

• Act as liaison between all stakeholders to ensure content is business and retailer relevant and system is launched on time 

• Responsible for internal and external communication (user guides, learnings, best practice) 

• Support setting up action plans with Field Team to address gaps in performance 

• Responsible for future business enhancements to the RISE application 

 

Business lead for the “Manage of your behalf”/ Proactive Care program 

• Become the local subject matter expert for the proactive care program 

• Act as the liaison between all stakeholders to ensure that this program drives client satisfaction and workshop throughput 

• Responsible for the timely roll-out in North America 

• Responsible for tracking, reporting and future business enhancement   

 

Drive incremental parts revenue through the retailer multipoint inspection process (MPI) 

• Create MPI dashboard and retailer level reporting to drive performance 

• Benchmark process and create retailer facing best practice learnings 

• Drive business enhancements with service technology providers 

 

Functional lead for Retailer Standards 

• Review current retailer standards affecting Customer Experience & Commercial Revenue 

• Collect future requirements from the department and convert these into standards 

• Support the governance and retailer adherence to these standards 

• Responsible for reporting and performance tracking 

 

Business office lead for Customer Experience & Commercial Revenue 

• Support business plan creation and deployment process including KPIs for Client Satisfaction and Parts Revenue 

• Support regular business reviews to track and improve performance   

 

Perform other duties as required 

  

 

WHAT YOU WILL NEED:

Along with your ambition to achieve the exceptional, there are several skills that you’ll nee