Director, Customer Experience & Commercial Revenue

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. 

The Director, Customer Experience & Commercial Revenue is an integral part of the Customer Service division based within the Jaguar Land Rover North America.

 Functions of the role are:

  • To define and deploy activities to deliver exceptional Customer Experience ensuring a Top 3 market position for JLR

  • Deliver financial revenue performance through Customer Paid Parts

  • Develop and deliver commercial strategy toward connected vehicle technologies

  • Generate additional revenue through external partner relationships

Main Responsibilities

  • Implement and manage the Service Experience Framework (SEF) process. Ensure retailer assessments are carried out and action plans are developed to rectify issues. Customer expectation metrics must be achieved.

  • Review 3rd party syndicated survey (JD Power etc.) performance at national and regional level for each touch point. Ensure Regional Customer Service Managers have action plans to improve and that the objective for Net Promoter Score (NPS) objective is achieved.

  • The delivery of all Service 6 performance metrics is essential

  • Customer Data quality and flow responsibility - ensure Dealer Management System extracts from retailers are of sufficient quality and content to enable all customers to participate in the 3rd party customer service surveys.

  • Review workshop capacity including service lead times, with and without courtesy vehicles.

  • Manage and deliver courtesy car program that ensures Best In Class mobility solutions for customers

  • Develop and grow the network of authorized bodyshop operations to meet customer expectation and support parts revenue growth.

  • Develop and manage the Customer Relations Centre to enable both reactive and proactive customer contact in line with the Global CRC guidelines, including social media monitoring and management.

  • Monthly reporting of market goodwill expenditure, identifying retailers with abnormal spend, implementing action plans to address.

  • Roadside Assistance supplier management - ensuring all KPIs have been met. The key is to deliver Best In Class RSA program in North America

  • Manage and drive a streamlined approach through Consumer Affairs which deal with customer case resolution on Lemon Law vehicles

  • Deliver Customer Paid Parts revenue targets for North America (USA & Canada)

  • Develop and manage the strategic growth of our parts business through deployment of Variable Margin funding

  • Delivery and development of JLR classic car parts business

  • Deliver robust programs to enhance commercial revenue through third party agreements and royalties

  • Develop and deliver technician retention programs to support the growth of JLR NA

  • Deliver strategy and implementation of connected car solutions to enhance customer experience and drive revenue opportunities

  • Embed the Customer First principles into all activities.

  • Develop, deploy and embed the role of Customer Experience Manager at Retailer level

  • Develop team members to excel in their roles through training and motivation

KPIs

  • SEF implementation and CEIP results

  • CEIP scores: NPS score and Service 6 metrics (six critical customer feedback scores)

  • Road Side Assistance customer satisfaction results

  • CRC performance and satisfaction results

  • Parts revenue delivery

  • Parts EBIT performance

 

Travel:  Expected within region – 10%

Key Criteria

  • Bachelor’s Degree preferred or equivalent work experience

  • 15+ years’ experience

  • 5+ years’ experience in the successful management of a team

  • Background in Aftersales/Customer Experience with experience at a premium brand

  • Confident with exceptional networking, interpersonal, and influencing skills

  • Detailed working knowledge of the application of standards and processes to drive business improvements

  • Advanced communication and presentation skills

  • Advanced management and negotiation skills

  • Highly motivated and able to work under their own initiative

  • Flexible and willingness to travel and spend time away from home

  • Understanding of the operation of systems, processes, people, and data to drive customer experience initiatives

  • Proven track record in process improvement initiatives, leading to benefitting both customer and manufacturer

 

Location:  Mahwah, NJ

Supervisor Responsibility:  Managing a team of 15 employees

 

 

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 Rover 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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