Aftersales Retail Technology Senior Specialist

Location: NJ - Mahwah
Department: Customer Experience

Description

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

As part of this experience, Jaguar Land Rover is continually looking to enhance the processes and capabilities of our Retailer network, so that they can exceed customer expectations through every Service touchpoint. 

In support of this, the Aftersales Retail Technology Senior Specialist will lead the implementation of service technology solutions that drive personalized and differentiated customer experiences in the luxury automotive marketplace, and support efforts to improve owner loyalty and service retention.  Your responsibilities will focus on three main areas:

STRATEGY: you’ll be the expert for all things Retailer technology.  You will define what constitutes world class customer experience and systems all the way from initial appointment booking, to vehicle pick-up and follow-up.  This will include providing a new voice into Global technology design & system requirements, go-to-market launch planning, and leading change management of new features and systems into existing business operations.  You will be the driving force that helps to elevate our existing Retailer system landscape to world class. Then continue to seek out the next generation of process and system change that will help further alleviate friction points in the service process and ensure we stay ahead of our evolving customer expectations.

PARTNERSHIP: you will lead the on-going system partnerships that are already in place.  Additionally, you’ll identify new partner opportunities that can help increase customer satisfaction, increase Retailer efficiency, as well as unlock new profit opportunities in the service drive. You’ll foster a culture where we work as one team with these partners and our Retailers, ensuring that our collective customers are getting the experience that they need every day. 

OPERATIONAL EXCELLENCE: You will be responsible for meeting an ambitious set of targets, with a focus on overall system implementation, and maximizing utilization rates by both customers and Retailers.  You will craft and ensure a convincing value proposition for all stakeholders, with a focus on increasing customer satisfaction and revenues.  Additionally, you will identify and ensure that there are real improvements in operating efficiency and costs, or throughput and profits.  You will identify and solve customer or Retailer problems creatively and tenaciously. Most importantly, you will drive a culture that uses every resource available to make our service experience better, every day.

 

Main Responsibilities

  • Monitoring and weekly reporting on retailer performance, and process enhancements.

  • Provide administrative and system-specific assistance to Retailers and internal departments.

  • Manage the relationship with all Retailer system vendors, such as CDK, Reynolds&Reynolds, xTime/Cox, Autopoint, and with the global teams.

  • Legal coordination and facilitation with local and global legal teams.

  • Define new software and/or process opportunities and forecast impact on customers, Retailers and JLRNA.  Establish ROI and impact on NPS.

  • Liaise cross departmentally with internal colleagues to leverage programs, increase effectiveness and assist with analysis of Retailer processes. Support the updating of online content, ensuring features are easily accessible by customers and the benefits of servicing at JLR Retailers are widely known.

 

Key Criteria for the Role

  • Bachelor’s Degree- Marketing or Business or equivalent work experience; Master’s Degree a plus

  • 5+ years customer service experience.Focus on aftersales, marketing or customer experience areas

  • Experience managing (or deep understanding) of Automotive Retailer Aftersales processes

  • Experience or deep understanding of Automotive Aftersales Software

  • Experience developing long term partnership strategies, go-to-market/implementation plans and training strategies - particularly with service technologies (scheduling, eVHC, video capture, omni-channel communications, fleet management)

  • Strong analytic skills and the ability to turn information into an actionable plan

  • Outstanding stakeholder engagement and project management skills and techniques

  • Ability to build advocacy in the stakeholder network and overcome obstacles that could prevent successful achievement of program participation

  • Exemplary written, verbal and interpersonal skills, with the ability to sell ideas and work cross-functionally

  • Highly organized and able to prioritize a diverse workload

  • Highly competent with MS packages including PowerPoint, Excel and Word

 

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

 

Jaguar Land Rover North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Jaguar Land Ro3er North America, LLC complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 





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