北京招聘

Department Objective:
The joint Jaguar Land Rover Customer Service function is the owner of the operational relationship with the dealer network on all matters relating to customer service and parts sales. The function sits within the Jaguar and Land Rover China Regional Office.

The JLR China dealer network is currently supported by 34 dealer outlets in 29 cities for Jaguar and 43 dealer outlets in 37 cities for Land Rover nationwide.

Key Responsibilities
The successful candidate will be assessed against Regional Dealers Service operations performance which in turn is measured against the following criteria:
· Right First Time Repair: A customer satisfaction measure derived from event driven surveys for each dealer.
· Dealer Staff Development: Competency programme deployment at a dealer level for both technical and non-technical staff.
· Dealer Process Improvement: Generic process improvement programme designed to standardise the core elements of the service experience to optimise dealer efficiency and deliver a consistent experience for the customer.
· Deployment and ownership of Customer Loyalty Programme: An index of customer satisfaction derived from event driven surveys & customer contact for each dealer that indicates customers' satisfaction with processes and their loyalty.
· Parts Purchases: Dealer calendarised annual Parts & Accessories purchase target
· Dealer profitability: Work with the dealers to optimise their profitability to drive improvements in parts and accessory sales through greater customer retention and greater workshop efficiency.
· Standards: Dealers are assessed against a formal set of standards that monitor their compliance with Representation Principles and determine whether or not they keep the franchise.
· Quality: Dealers' ability to deliver high quality customer service consistently.
· Communication - Detailed dealer visit reports and relevant action plans
The role contributes to dealer development and continuous improvement initiatives designed to improve the JLR "ownership experience" with the objective of delivering an "Outstanding Customer Experience.


Skills, experience and qualifications required
The ideal candidate will possess the following skills/qualifications:

In depth knowledge of dealership after sales business and processes
Delivery of Outstanding Customer Experience
Ability to work effectively in a fragmented network, with minimal supervision and under great pressure.
Confident, out-going with exceptional networking, inter-personal and influencing skills.
Analytical with the ability to interpret financial data and relate it to operational activity.
Ability to work with dealers to develop and implement strategic operational and marketing plans.
Highly motivated and able to work under their own initiative.
Process oriented with great attention to detail.
Computer literate and comfortable with technology.
Possessing advanced communication and presentational skills.

Jaguar Land Rover China Company Profile
Jaguar Land Rover is the UK’s largest car manufacturer, and is built around two iconic premium automotive brands that are renowned for their stunning design, cutting-edge technology and breath-taking performance. To date, Jaguar Land Rover sells its products in 180 countries with 17 national sales companies worldwide.
Since entering China in 2010, Jaguar Land Rover has witnessed healthy and steady growth due to its ‘Customer First’ philosophy. Due to its world-class products, premium brand experience and professional service, Jaguar Land Rover has won wide recognition in the Chinese market.
In order to further its long-term commitment to China and better meet the demands of Chinese consumers, Jaguar Land Rover and Chery Automobile jointly established Chery Jaguar Land Rover in November 2012. The first model, a locally-produced Range Rover Evoque, went on sale in early 2015. This will be followed by the locally-produced Land Rover Discovery Sport, which will hit market in the fourth quarter.
With its complete product line-up in China, Jaguar Land Rover ensures that all new models are also available for Chinese customers as quickly as possible. The company also spares no effort in constructing new sales channels in China and looking at ways to optimise customer service.

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