Position: Customer Loyalty & Service Communications Manager-Jaguar Land Rover

Department:

The Customer Service department is responsible of the operational relationship with the dealer network on all matters relating to customer service, parts and accessory sales.  The team has two primary business objectives relating to delivering an industry leading customer ownership experience and delivering parts & accessory sales growth through increased customer loyalty.  The team is divided into three key operational areas; Regional Field team focused on dealer consistency and capability, Customer Service team focused on homologation, Customer support, technical training and dealer technical support/development and finally the Business Development team which has responsibility for customer loyalty/retention and parts & service marketing.

Key Responsibilities:

Design and development of Approved Dealer Customer Service loyalty support and Communications programmes to retain owners within the franchised network including effective tactical programmes and the provision of best in class promotional material through: 

• Development of project plans & timings within the customer service marketing
• Briefing & direction for external marketing agencies and suppliers.
• Liaison with internal and external stakeholders, particularly field forces and Global Customer Service and Marketing functions as well as Dealer network.
• Monitoring the performance of initiatives.
• Management of marketing budgets.
• Participate & contribute in strategic planning for the Customer Service loyalty and retention strategy
• Ensure the Dealers, agencies, suppliers and internals have a clear understanding of the marketing and communications strategies.
• Act as internal voice for Dealers on issues relating to customer retention and Service marketing.  Communicate effectively with internal Management.
• Analyse key performance & trend data to assist in identifying programme requirements.
• Monitor and approve, via agency, individual Dealer marketing activities, ensuring they are in line with strategy and brand.
• Ensure all Dealers receive bulletins that are concise and informative, dealing with the campaigns and programmes relevant to the period.
• Input to the Weekly RCSOM Update.
• Attend and present at any CSP Meetings and Regional Dealer Forums.
• Attend weekly Work in Progress meeting with lead agency.
• Develop a marketing plan and budget, including a Marketing Year in View to give Dealers an understanding of what will be delivered over the year in line with the strategy.
• Support the implementation into market of the following: Service Plans, Digital Service Record and Extended Warranties
• Support CLP initiatives with communication materials as required.
• Develop programmes which use the DMS data to help drive customer loyalty
• Develop market specific Vehicle Health Check programmes utilising DMS and other technology
• Devise, implement and communicate Quarterly Campaigns in line with business requirements.
• Equip Dealers with information which helps them identify opportunities using our various suppliers providing them with appropriate training.

 Skills, experience and qualifications required:

• Minimum of 3 years relevant experience in the automotive industry in China
• Ability to speak and write in English with confidence
• Management of projects from inception to launch
• Ability to work to deadlines and to a specific brief
• Multi-tasking capability essential
• Confident, with exceptional networking and interpersonal skills
• Computer literate and comfortable with technology, presenting skills
• Attention to detail
• Customer focus
• Understanding of the retail Customer Service business an advantage
• Some travel to agencies and Dealers will be required