REQ ID: 125016
JOB TITLE: Client Care Operations Lead
SALARY: £42,000 - £50,000
POSTING START DATE: 25/06/2024
POSTING END DATE: 09/07/2024
LOCATION: Warwick
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.
WHAT TO EXPECT
You’ll work as part of the team to define key products and experiences and to develop the requirements, deliverables and processes necessary to bring those products to market.
Activities will range from understanding the Ultra High Net Worth (UHNW) and High Net Worth (HNW) customer base and the principles of what a modern luxury client experience is, to developing propositions, and trialling and ultimately delivering experiences.
You’ll need to work flexibly and be able to develop and present business cases, write business processes and be skilled in project management to rollout in multiple global markets.
Key Accountabilities & Responsibilities:
- Champion the client throughout the Jaguar business, balancing client needs with business improvements and presenting a compelling case for internal changes and improvements
- Develop and enhance policies, procedures and standards that reflect client’s requirements and offer a service experience that exceeds expectations on a luxury brand vehicle
- Manage the development and deployment of client focused aftersales programmes to support their experiences, and develop and build brand relationships that generate increased revenue, retention and client loyalty
- Responsible for working with internal Jaguar stakeholders, JLR Centres of Excellence and market teams to align and manage disconnects between strategy and execution
- Manage the relationship with appropriate core business functions, ensuring relevant information and performance is tracked and shared at all times through the creation of management reports and KPI tracking tools
WHAT YOU’LL NEED
- Management of projects from conception to launch, and then programme management and continual improvement once bedded in
- Demonstrable experience in working with clients / end users to understand their problem statements and being able to simply translate these to technical teams to cost and deliver against.
- Proven track record as a Client Services leader
- Effective interpersonal and relationship building capability / influencing and stakeholder communication skills, both written and verbal
- Capable of seeing the 'bigger picture' and thinking strategically
#LI-POST
SO WHY US?
Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes JLR the perfect place to continue your journey.
This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, 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.
JLR is committed to equal opportunity for all.