Customer Experience Manager

Customer Experience Manager - Jaguar Land Rover Guildford

The role of a Customer Experience Manager is a role that should have a direct and positive impact on the Customer Experience in a Retailer. The role sits across both the Sales and Service departments.

This is an exciting opportunity for an Automotive Customer Service Professional to impact on the Customer Experience and the reputation of our Retail Centre, and thus the future success of the whole Dealership, so is a pivotal role within our organisation.

Main Responsibilities

The primary responsibilities of the role should include but not be limited to:

* Direct Interaction with Customers where required to immediately address and rectify their concerns or dissatisfaction with their retailer experience.

* Drive improvement in Customer Satisfaction Score as measured through CEIP Sales and Service Surveys. Review Red Flags AND Gold Stars for continuous improvement opportunities.

* Weekly Review of all customer complaint cases that have occurred at the retailer and share Root Cause Analysis with Department heads.

* Review all process improvement opportunities in Retailer, write and implement proposals to mobilise them.

* Manage ''front of house'' retailer staff i.e. Reception, Parking Attendants, Service / Sales Hosts

* Quickly and effectively identify any customer dissatisfaction in order to rectify this.

* Be single point of contact for local CRC in order to address customer dissatisfaction quickly

* Own Retailer Empowerment process on behalf of retailer so that decisions on goodwill are effected quickly and consistently.

* Manage the Assisted Vehicle Change (AVC) process with local CRC as single point of contact.

* Build and enhance effective working relationships with Brand and head office.

The Ideal Candidate

* Experience of working in customer facing automotive role.

* Passion for creating great experiences for the customer

* Ability to work positively within a team and contribute towards its success

* Strong communication skills; confident in challenging situations and whilst showing empathy and desire to drive customer satisfaction and Loyalty

* Analytical skills - can effectively analyse data to seek out opportunities for improvement

Benefits:

Not only do you get to work alongside great people within Inchcape, we offer great benefits too. For your valued contribution we will provide a fantastic benefits package including;

Employee Advantage Scheme which has over 3000 retailers with 1000''s of discounted products and services.
Company pension scheme
Life assurance
Holiday allowance rising with length of service
Discount Gym membership
Vehicle purchase discount
Cycle to work scheme