Customer Experience Team Lead – 1 yr FTC

Job Overview

Title
Customer Experience Team Lead – 1 yr FTC
Location
Midlands - Hybrid
Package
£Competitive + car + benefits
Company
Car Manufacturer (via agency)
Type
Contract
Ref. No.
JP254
Posted
3rd August 2022

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Job Description

Do you have the ability to drive customer experience improvement in a retail environment? If you have a background in either automotive or retail and a passion for customer experience improvement this role could be for you.

A leading car manufacturer is seeking a Customer Experience Team Lead for a 1 year FTC to lead a team tasked with delivering a new customer experience standard across their UK dealer network. You and your team will support retailers in bringing this new customer experience concept to life and embedding the new customer experience goals. This is an opportunity to work on a very high profile project for the manufacturer and coincides with some innovative new model launches. You will be employed via an external agency but will report into the manufacturer.

The successful candidate will have a passion for, and experience of, providing an exceptional customer experience. You’ll have a background in either automotive or other retail and will be able to engage with automotive retailer management and their employees. Previous team management experience would be useful but not essential.

The role is hybrid – (1 day at the manufacturer, 3 days in the field, 1 day WFH). You will ideally be located fairly centrally in the UK (between London – Bristol – Manchester).

Main Responsibilities

  • Support the completion of the Customer Experience goals & ensure they are prepared for network launch
  • Continuous development of manufacturer’s customer experience standards
  • Build team & operations
  • Manage and drive a small team to achieve Customer Experience goals with retailers
  • Drive retailer Customer Experience performance improvement
  • Process improvement
  • Network Customer Experience auditing
  • Manage your own portfolio of key retailers/retailer groups

Skills & Experience

  • An excellent understanding of what great customer experience looks like
  • Demonstrate the ability to drive customer experience improvement in a retail environment
  • Experience working in either the automotive industry (vehicle manufacturer, retailer or agency) or  in a customer experience function in the retail sector (non-automotive)
  • Experience working in a customer facing role (either B2B or B2C)
  • Ability to lead and motivate a small team (previous team management experience useful but not essential)
  • Excellent interpersonal and communication skills with the ability to build strong working relationships and influence key stakeholders
  • Strong attention to detail & analytical skills
  • The ability to quickly identify issues and put in place actions to rectify
  • A self-starter with a pro-active approach
  • Coaching / training skills.
  • Digital Savvy with strong MS Office skills
  • Able to take on a 1 year fixed term contract
  • Located Centrally in the UK (between London/Bristol/Manchester)

In return you will be offered a competitive basic salary, bonus, company car and benefits. The position will be for an initial 1 year fixed term contract but with possibility of extension.

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