Jaguar Hiring for Customer Service Market Manager at Orissa Full Time

Creating Experiences that People Love, for Life. This is the core purpose of Jaguar Land Rover and is built around a focus to always put people first. Our unique culture is created by our people and fueled by their shared purpose to deliver experiences that our customers and employees love, for life.

Jaguar Land Rover’s global footprint means that people from a diverse array of backgrounds, from all over the world, are part of our family. It is our people who can create the pioneering spirit and positive atmosphere for collaboration and communication. It is our people who can accelerate change, innovation and product creation.

The Customer Service Market Manager (CSMM) reports into the Regional Performance Manager (RPM) and works closely within the Retailer Customer Service Team to drive customer satisfaction and improve Retailer efficiency; throughout the Customer Service experience.

By fully embedding JLR policies, processes, and systems into the retailer operation, the CSMM will work closely with the Retailer’s Management Team to drive Customer Service performance made possible by smooth, efficient, retailer processes enabling a Customer optimized experience.

Main Responsibilities include but are not limited to:

• Driving the focus on customer satisfaction and loyalty by using available tools to drive continuous improvements in customer satisfaction and loyalty, to achieve a best in class vehicle ownership experience including leading, coaching, and mentoring the Retailer to create a Customer First culture that delivers an outstanding customer service experience

• Monitoring and managing Retailer Customer Service & Parts performance by analyzing KPIs and performance data to identify opportunities to improve customer service and parts performance and profitability and agrees action plans with the Retailer to deliver improvements

• Responsible for the implementation and embedding of programs and initiatives by reviewing key processes (e.g. diagnostic processes, quality checks, concern reporting, Field Service Actions, Warranty processes) and identifying opportunities to improve compliance and efficiency

• Ensure compliance to Franchise Standards by coaching and supporting the Retailer to develop the capability and performance of their customer service teams, ensuring that all staff complete their mandatory JLR training.

• Perform other duties as required.

Experience

• Bachelor’s Degree or Equivalent Work Experience

• 7+ years Automotive Experience

• Minimum of 3 years’ experience in a customer service and/or sales support role

• 3+ years of direct retailer or customer contact is a strong plus

• 1-2 years Retailer or OEM aftersales management experience

• 1-2 years’ experience leading and motivating teams

• Results driven, demonstrates, tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment

• Able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style

• A good communicator who can communicate complex ideas

• An effective team player, actively leads, develops and supports team members

Travel: 80% (domestic) Daily local to region, with regular overnight visits.

Location: Market 71 – Field covering the following territories: WA, OR, UT, & CO – Remote only – GUAM.

Candidate must reside in Washington State or Portland, Oregon.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Jaguar Land Rover North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Jaguar Land Rover North America, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.