POSITION: Customer Service Market Manager - New England

LOCATION: Field based role - New England

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 Vice President - East, the successful candidate 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:

• Responsible for driving the focus on the Customer Satisfaction and Loyalty
• Leading, coaching, and mentoring the Retailer to create a Customer First culture that delivers an outstanding customer service experience to every customer, every time
• Responsible for monitoring and managing Retailer Customer Service & Parts Performance
• Utilizing the Retailer Balanced Scorecard as a basis for customer service and parts performance discussions with Retailer Customer Service departments
• Analyzing KPI’s and performance data to identify opportunities to improve customer service and parts performance and profitability
• Monitoring and identifying performance opportunities of the Retailer’s Workshop against targets using a wide range of JLR reports and tools (e.g. Repair Standards, Red Flag, Right First Time (RFT), Diagnostics, Quality Checks, Vehicle off Road (VOR), LTS open cases, Campaign Management, Customer Relationship Centre (CRC) open cases, Goodwill processes & use, Buybacks)
• Supporting 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 Retailers capacity to grow sustainably is in line with JLR’s overall growth strategy
• Responsible and accountable for the implementation and embedding of Customer Service Programs and Initiatives, supporting the Retailer to implement within acceptable timelines
• Managing compliance to franchise standards within Customer Service
• Identifying, requesting, and gaining support from the shared Customer Service Process Senior Specialist where required to improve the Retailers processes and customer experience
• Performing other duties as required

What you will need:

• Bachelor’s Degree or equivalent work experience
• 5+ years Automotive Experience
• Must reside within Market – New England
• 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 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
• Strong computer skills with experience in Microsoft suite

Schedule: Field based role - New England area

Recruitment Salary Range: $92,000 - $115,000

Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position”.

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company   Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy   We offer a discounted Vehicle Car Program
• Employees also receive generous health care and retirement plans   Quarterly Chair Massages
• Maternity/Paternity Leave   Complimentary lunch
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

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

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.

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