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REQ ID: 85921
JOB TITLE: Aftersales Customer Relationships Centre (CRC) Manager
SALARY: £56,700-£75,000 (DOE)
POSTING END DATE: 06/07/2022
LOCATION: Warwick
 
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

 

WHAT TO EXPECT

 

Jaguar is an iconic brand with an illustrious heritage that is now undergoing a dramatic transformation. As part of the Re-Imagine strategy for the JLR business, Jaguar will be repositioned as a modern luxury brand and will seek to offer a new end to end customer journey, underpinned by an all-electric car portfolio. As part of this brand led turnaround, we are seeking an exceptional individual with a proven track record in Customer Relationship Centres. 
 
This role will work within a small team shaping the future go to market strategy for our new car, launching in 2025.  You will work alongside a senior manager to define what the customer service offering should be, then take responsibility for implementing these world class, luxury experiences in our global markets. In doing so this role will have a significant influence over the success of the overall brand transformation.

 

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

•    Define the CRC capabilities required to deliver a luxury aftersales experience
•    Define the CRC operating model in each market
•    Working with IT, specify and build the Future Jaguar CRC
•    Recruit, train and motivate the team that will deliver a world class luxury CRC  
•    Lead the Future Jaguar CRC into BAU delivering the highest standards of customer satisfaction in the industry
•    Champion the customer throughout the Jaguar business, representing customer needs and presenting a compelling case for internal changes and improvements
•    Financial Analysis – manage your budget effectively and be able to promote requirements for additional funding where they can increase the Customer recommendation ratings and increase overall business performance.
•    Support the development and training of staff

•    You will not be expected to the run the call centre itself, but to assist with strategy and aftersales

 

WHAT YOU’LL NEED


Skills, Knowledge and Experience
 

As the Aftersales Customer Relationships Centre (CRC) Manager, you’ll need the following knowledge, skills & experience:

•    Experience and background in CRC strategy and operations
•    Previous experience in CRC transformation projects and/or new CRC set up
•    Omni-channel operations experience
•    Experience working with CRC software and technology (ideally SAP & Salesforce)
•    Background in B2C operations
•    Experience in case management / one-to-one relationship CRCs
•    Proven experience in delivering contact centre hygiene metrics and customer satisfaction
•    Experience in operating non-UK CRCs and/or multi-lingual operations
•    Proved customer journey mapping experience
•    A relevant bachelor’s degree or equivalent; with proven track record as a Customer Services leader

 

Personal Profile:

•    You are someone who acts with a customer centric mindset who is easy to do business with, seeks customer insight and feedback, uses data to inform customer focused decision.
•    You are results driven and demonstrate tenacity, drive and perseverance
•    You have commercial acumen to understand the financial impact of business decisions and timing implications
•    You are inquisitive and will take the initiative to learn about each area and workstream to provide informed and insightful relevant information
•    An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs
•    An individual who is able to challenge existing thinking and suggest new ways of approaching customer service
•    A resourceful individual able to operate with a high degree of autonomy and with limited resources.
•    A good communicator who can communicate complex ideas
•    An effective team player, actively leads, develops and supports team members

 

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.

 

SO WHY US?

Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan, private medical cover and performance related bonus scheme. As a manager, you’ll also be able to select one of our luxury premium vehicles to lease at a fraction of the cost. All this and more makes Jaguar Land Rover the perfect place to continue your journey.

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage. 

Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.

Jaguar Land Rover is committed to equal opportunity for all.

#WEAREJLR

At Jaguar Land Rover, 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.

OUR RECRUITMENT PROCESS

Find out what to expect at each stage of the process along with some hints and tips.

INSIDE JLR

Find out more about working here in our JLR Life Blog:

WHAT WE OFFER

We look after our employees by offering a host of benefits and investing in their talent through award-winning training


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