REQ ID: 126415
JOB TITLE: Customer Experience Strategy Manager
SALARY: £63,000 - £80,000
POSTING START DATE: 15/10/2024 
POSTING END DATE: 29/10/2024
LOCATION: Gaydon 

In a commercial role at JLR, you can reimagine the future of modern luxury. In teams focused on extraordinary customer experience, sustainability and forward-thinking. You’ll work alongside strategically-minded problem-solvers supporting the transformation of our iconic house of brands – Range Rover, Defender, Discovery, and Jaguar – and our heritage-rich JLR Classic range. Becoming a proud creator of the exceptional starts here.

WHAT TO EXPECT

Join our team as a Customer Experience Strategy Manager! 

On the back of our success and commitment towards Customer Love, this is a key role of ensuring our customers have a rich personalised and premium experience with us that builds satisfaction, trust and loyalty.  

As we move closer to a standardised Marketing technology stack across JLR, we have an opportunity to start taking steps to shape a new approach to delivering a Modern Luxury Customer Experience.

This role will translate, implement and inform strategies and associated initiatives to deliver growth in Customer Experience Management (CXM) to ensure we are putting our Customers First.

Key accountabilities & responsibilities

The Customer Experience Strategy Manager will be required to build, manage & maintain a strategy for experience, that considers JLR’s MarTech - channels, tech & data all together.  This includes bringing various roadmaps together to get into the detail of the overall experience.

Further duties and responsibilities include, but are not limited to:

•    A key stakeholder for all core squads in the CX domain to ensure optimal transition to bring new capabilities & tech into CXM smoothly

•    Create and manage a customer experience taxonomy with the Customer Journey team

•    Provide consultation and education on how our future state tech stack married up with our Customer Journey framework helps to achieve optimal Customer Experience for JLR.

WHAT YOU’LL NEED

Essential:

•    Customer Relationship Management activation experience
•    Strong delivery background with Agile experience and ability to take strategy into structured operational plans

•    To lead & coordinate cross-functional teams and provide thought leadership and guidance on decisions and personalisation best practices.
•    Comprehensive experience and understanding of digital tools/assets/platforms – (Decisioning, CRM, Analytics, CMS.) including integrations, APIs and data modelling.
•    Ability to take business problems and requirements and translate these into viable, measurable solutions. Articulating complex technical requirements to stakeholders at all levels including Board members.
 

Creating Modern Luxury requires a modern approach to work. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees more choice and flexibility around how, when and where they work. Some roles require more on-site work, but details of this can be discussed with the hiring manager during the interview stage.

We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs. 

Applicants from all backgrounds are welcome. If you’re unsure that you meet the full criteria of a role – but you're interested in where it could take you – we still encourage you to apply. We believe in people's ability to grow and develop within their role – it’s what makes living the exceptional with soul possible.

JLR is committed to equal opportunity for all.
 

#LI-POST