POSITION: Customer Service Business Development Senior Specialist (Revenue)

LOCATION: Mahwah, NJ

RECRUITMENT SALARY RANGE: $92,000 - $115,000

This role is not eligible for Visa Sponsorship.

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.

Creating Experiences that Customers Love, for Life. This is the singular purpose of Jaguar Land Rover (JLR) and is built around a focus to always put the customer first.  

You will be responsible for the roll-out of the Retailer Integrated Service Experience, the Proactive Care program, incremental parts revenue through the multipoint inspection process, and retailer standards for the Customer Experience & Commercial Revenue function.  

WHAT TO EXPECT:

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it’s a challenge that will help your career grow within an iconic organization. Here’s what to expect:

Business lead for the development and deployment of the Retailer Integrated Service Experience (RISE): 

• Become the local subject matter expert for the RISE application 

• Act as liaison between all stakeholders to ensure content is business and retailer relevant and system is launched on time 

• Responsible for internal and external communication (user guides, learnings, best practice) 

• Support setting up action plans with Field Team to address gaps in performance 

• Responsible for future business enhancements to the RISE application 

Business lead for the “Manage of your behalf”/ Proactive Care program 

• Become the local subject matter expert for the proactive care program 

• Act as the liaison between all stakeholders to ensure that this program drives client satisfaction and workshop throughput 

• Responsible for the timely roll-out in North America 

• Responsible for tracking, reporting and future business enhancement   

Drive incremental parts revenue through the retailer multipoint inspection process (MPI) 

• Create MPI dashboard and retailer level reporting to drive performance 

• Benchmark process and create retailer facing best practice learnings 

• Drive business enhancements with service technology providers 

Functional lead for Retailer Standards 

• Review current retailer standards affecting Customer Experience & Commercial Revenue 

• Collect future requirements from the department and convert these into standards 

• Support the governance and retailer adherence to these standards 

• Responsible for reporting and performance tracking 

Business office lead for Customer Experience & Commercial Revenue 

• Support business plan creation and deployment process including KPIs for Client Satisfaction and Parts Revenue 

• Support regular business reviews to track and improve performance   

Perform other duties as required 

WHAT YOU WILL NEED:

Along with your ambition to achieve the exceptional, there are several skills that you’ll need to have to help you succeed here, including:

• Relevant Bachelor's degree or equivalent work experience 

• 5+ years of operational experience in Customer Service/ Business Development/ Revenue 

• 5+ years of experience in driving and implementing strategic projects and programs 

• Ability to manage and communicate with stakeholders  

• Ability to prepare and manage a budget 

• Ability to analyze data and draw business conclusions 

• Good understating of retail service operations 

• Strong negotiating and change management skills 

Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

*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 Luxury 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!

Please note that if you elect to apply for a role in another country and are successful you would need to be hired as an external candidate on local terms and conditions rather than transferring on your existing terms.

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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