Service Development Executive
To support the Ownership Experience Manager in developing and implementing programmes and initiatives to ensure an effortless ownership experience and drive long-term customer loyalty, also enabling the achievement of parts and contribution targets.
• Data Integrity - Responsible for timely and accurate data feeds to the appropriate contracted service partners to ensure a seamless customer experience for services such as, but not limited to, Roadside Assistance and Extended Warranty.
• Single Customer View - Takes the lead in collating and driving the development of the department's data requirements, namely within the central customer database. This ensures a single view of the customer to enable further activity, as well as raise the significance of certain programmes both, internally (GWD) and externally (Dealer network).
• Global Programme Reporting - Working with a network of colleagues and suppliers, manage the various data sets to deliver timely and accurate reporting, along with informed commentary for further action or development.
• Ownership Experience Enhancing Initiatives - Assist in the scoping and delivery of approved, innovative, added-value initiatives to enhance the Ownership experience. Also ensure appropriate feedback mechanisms are in place to continuously enhance the portfolio.
• Global Service Packages - Supports the maintenance and reporting of appropriate products to ensure an effortless ownership experience can be maintained beyond the terms of the standard service offer within the manufacturer warranty.
• Global Extended Warranty - Supports any development and expansion of an appropriate, branded Extended Warranty product to maximise customer retention, ensuring customers remain loyal and retained within the approved dealer network.
• Global Technological Enhancements - Working with the Telematics Specialist, supports the development and launch of value-add services under the umbrella of the Global Telematics programme, the company is at the forefront of the latest technological developments.
• Ensures compliance with legal and regulatory requirements in each Region through close liaison with Financial Services division, Regional Directors and Legal teams.
• Works with the Ownership Experience team to decide which initiatives and programmes will reinforce the pinnacle brand positioning of the company to drive long-term customer retention and loyalty to ensure parts turnover and contribution targets are achieved.
• Consults and supports the Regional management teams and their Dealers in the roll-out and development of retention initiatives and programmes, creating open channels of communication and sharing best practice to ensure maximum impact.
• Co-ordinates with UR-V-M (Ownership Services Marketing; Brand Strategy & Governance; Brand Communications; Digital Marketing; Dealer Marketing), UR-V-P, UR-V-H, UR-K, UR-X to align activities and ensure the UR-V-A voice is heard and communicated through wider customer-orientated strategies.
• Can appreciate the cultural differences and sensitivities of our Global network and legal requirements, to define Region specific solutions where required.
• Finds the balance between considering the right customer loyalisation programmes and initiatives on a Global basis without overloading the available internal and Dealer resources.
• Supports the development of new initiatives that differentiate the brand from all other super luxury brands which will secure customer loyalty and long-term retention whilst mitigating against brand defection and ultimately contributing to re-purchase.
• Has the ability to find customer-centric solutions to inherently complex projects understanding that one size does not fit all. Programmes are likely to vary by market.
• Has a flexible and innovative approach as the business circumstances, legislation and individual markets needs may change frequently and without warning to have a direct impact upon the Ownership Services business.
Candidate requirements:
• University Degree Level or above (preferably in a business related or marketing discipline) is desirable
• A high level of commercial acumen with the ability to interpret complex multi-layered data to inform strategic direction.
• Experience of managing high levels of workload, tight deadlines and external agencies and partners to deliver optimum results.
• Experienced in project management and influencing key stakeholders.
• Excellent communication and negotiation skills.
• Experience in the automotive industry, with a focus on retention and loyalty, would be beneficial.
• German language skills would be advantageous.
• Advanced Excel and PowerPoint skills.
• Knowledge, understanding and appreciation of Ultra High Net Worth Individuals (UHNWI's), their consumer psychology and the motives which drive loyalty and retention in the super luxury goods market would be desirable.
6 month contract
Index Recruitment is acting as an Employment Business in relation to this vacancy.
"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion
• Data Integrity - Responsible for timely and accurate data feeds to the appropriate contracted service partners to ensure a seamless customer experience for services such as, but not limited to, Roadside Assistance and Extended Warranty.
• Single Customer View - Takes the lead in collating and driving the development of the department's data requirements, namely within the central customer database. This ensures a single view of the customer to enable further activity, as well as raise the significance of certain programmes both, internally (GWD) and externally (Dealer network).
• Global Programme Reporting - Working with a network of colleagues and suppliers, manage the various data sets to deliver timely and accurate reporting, along with informed commentary for further action or development.
• Ownership Experience Enhancing Initiatives - Assist in the scoping and delivery of approved, innovative, added-value initiatives to enhance the Ownership experience. Also ensure appropriate feedback mechanisms are in place to continuously enhance the portfolio.
• Global Service Packages - Supports the maintenance and reporting of appropriate products to ensure an effortless ownership experience can be maintained beyond the terms of the standard service offer within the manufacturer warranty.
• Global Extended Warranty - Supports any development and expansion of an appropriate, branded Extended Warranty product to maximise customer retention, ensuring customers remain loyal and retained within the approved dealer network.
• Global Technological Enhancements - Working with the Telematics Specialist, supports the development and launch of value-add services under the umbrella of the Global Telematics programme, the company is at the forefront of the latest technological developments.
• Ensures compliance with legal and regulatory requirements in each Region through close liaison with Financial Services division, Regional Directors and Legal teams.
• Works with the Ownership Experience team to decide which initiatives and programmes will reinforce the pinnacle brand positioning of the company to drive long-term customer retention and loyalty to ensure parts turnover and contribution targets are achieved.
• Consults and supports the Regional management teams and their Dealers in the roll-out and development of retention initiatives and programmes, creating open channels of communication and sharing best practice to ensure maximum impact.
• Co-ordinates with UR-V-M (Ownership Services Marketing; Brand Strategy & Governance; Brand Communications; Digital Marketing; Dealer Marketing), UR-V-P, UR-V-H, UR-K, UR-X to align activities and ensure the UR-V-A voice is heard and communicated through wider customer-orientated strategies.
• Can appreciate the cultural differences and sensitivities of our Global network and legal requirements, to define Region specific solutions where required.
• Finds the balance between considering the right customer loyalisation programmes and initiatives on a Global basis without overloading the available internal and Dealer resources.
• Supports the development of new initiatives that differentiate the brand from all other super luxury brands which will secure customer loyalty and long-term retention whilst mitigating against brand defection and ultimately contributing to re-purchase.
• Has the ability to find customer-centric solutions to inherently complex projects understanding that one size does not fit all. Programmes are likely to vary by market.
• Has a flexible and innovative approach as the business circumstances, legislation and individual markets needs may change frequently and without warning to have a direct impact upon the Ownership Services business.
Candidate requirements:
• University Degree Level or above (preferably in a business related or marketing discipline) is desirable
• A high level of commercial acumen with the ability to interpret complex multi-layered data to inform strategic direction.
• Experience of managing high levels of workload, tight deadlines and external agencies and partners to deliver optimum results.
• Experienced in project management and influencing key stakeholders.
• Excellent communication and negotiation skills.
• Experience in the automotive industry, with a focus on retention and loyalty, would be beneficial.
• German language skills would be advantageous.
• Advanced Excel and PowerPoint skills.
• Knowledge, understanding and appreciation of Ultra High Net Worth Individuals (UHNWI's), their consumer psychology and the motives which drive loyalty and retention in the super luxury goods market would be desirable.
6 month contract
Index Recruitment is acting as an Employment Business in relation to this vacancy.
"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion