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 Network Performance Programs Sr. Specialist role is responsible for the JLR Retailer performance programs managed by the Network Development Department including: Retailer Standards (RST), Balanced Retailer Scorecard (Score) and the Pride of Jaguar and Land Rover Pinnacle (P & P) retailer recognition programs. This position reports to the Network Performance Manager. The role requires strong collaboration & communication skills and has frequent interaction with JLR internal partners, JLR Field Teams, JLR retailers and vendors.
The Retailer Standards Program (RST) is an ongoing Global program that measures retailer compliance against key process elements at JLRNA retailers. This role will be responsible for coordinating the efforts of the Global Network Standards team, JLRNA Retail Operations & Customer Service, JLRNA IT and a vendor that conducts on-site evaluations and assists with program administration. The role develops all program elements including evaluation guides, implementation guides, and associated approvals from the Global Team. It is also responsible for all Field and retailer communications.
The Balanced Retailer Scorecard (BRS) program measures retailer performance in 3 categories of Customer Advocacy, Sales, and Aftersales across 8 KPI’s. Key responsibilities include: annual review of BRS components and analysis on proposed changes, interface with the vendor administrator (currently Virtual Forge) for monthly reporting, data quality control and development of all JLR Field & retailer communications. BRS has a dedicated website, “JLRScore”, which this position will support in conjunction with Virtual Forge – the role also handles program website content.
This role will also be responsible for an annual competitive benchmark analysis of luxury OEM premier recognition programs.
Perform other duties as required.
Key Criteria for the Role
- Bachelor's Degree or Equivalent Work Experience
- 7+ years experience
- 5 + years automotive industry experience
- Strong Microsoft Office skills
- Advanced written and verbal communication skills
- 5+ years financial and/or program analysis, budget reporting and profitability analysis
- 5+ years program/project management
- Retailer facing experience desired
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.