Customer Service Manager

LOCATION: Field SALARY RECRUITMENT RANGE: $95,000 - $119,000* 2024-05-26 – This role is not eligible for Visa Support. 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 Performance Manager - Texas, you will work closely within the Retailer Customer Service Team to improve customer satisfaction and Retailer efficiency throughout the Customer Service experience. By fully embedding JLR policies, processes and systems into the Retailer operation, the CSMM 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. Responsibilities Utilize available tools (e.g. the Service Experience Framework (SEF)) to deliver continuous improvements in customer satisfaction and loyalty, to achieve a best-in-class vehicle ownership experience Lead, coach, and mentor the Retailer to create a Customer First culture that delivers an outstanding customer service experience to every customer, every time Utilize the Retailer Balanced Scorecard, intelligence data and tools to plan, implement and proactively manage a customer satisfaction improvement strategy with the Retailer Implementation and embedding of key JLR customer service focused, best practice programs and initiatives, supporting the Retailer to implement within acceptable timelines Review key processes (e.g. diagnostic processes, repair orders, quality checks, concern reporting, Field Service Actions, Warranty processes) and identify opportunities to improve compliance and efficiency Responsible for Retailer adherence to Corporate Identity and Facility Standards Ensure the Retailer remains fully compliant with JLR headcount and future capacity planning requirements Coach and support the Retailer to develop the capability and performance of their customer service teams, ensuring that all staff complete their mandatory JLR training Reviews Retailer Customer Service Standards Audit results and enforces corrective action, where required. The CSMM will provide the Customer Service Process Senior Specialist with a detailed Problem Brief, describing in detail which area(s) a Retailer requires specialist support, the reasons why and which KPIs have informed this Supports the CSPS throughout their period with Retailer and follows up on action plan following hand back to CSMM. Perform other duties as required Qualifications Bachelor’s Degree or Equivalent Work Experience 5+ years Automotive Experience 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 Benefits 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 Job Assigned Vehicle Employees also receive generous health care and retirement plans Maternity/Paternity Leave And more! Travel: Up to 70% 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. #J-18808-Ljbffr