北京招聘

职位描述：
Major Objective:
The Regional Customer Service Senior Manager needs to oversee development and management of the Dealers in his domain region, in terms of Customer Service business, in order to meet JLRC/CJLR corporate objectives in areas such as Wholesale & Retail Revenue & Profitability, Customer Satisfaction & Retention, and the compliance of the Dealer Standards.


Role & Responsibilities:
Revenue & Profit:
Be familiar with the KPI of the domain dealers so as to support to set up dealer monthly / quarterly / annual objectives
Support dealers to achieve the revenue for parts, accessories, and other new business opportunities in Customer Service
Responsible to achieve Regional P&A wholesale & retail revenue objectives
Closely monitor dealers’ retail performance, and develop and implement support programs to achieve the business objectives
Support yearly/quarterly/monthly budget & forecast and align with other related functions
Responsible for generating the Customer Service business related reports
Periodically random check the dealers to ensure dealers are using genuine or quality parts & accessories

Customer Management, Satisfaction, & Retention
Periodically evaluate the implementation of the Dealer Service Experience, the standard customer service process, and coach and monitor the improvement
Support dealers to achieve CLP & NPS objectives
Coach the dealers for CRM activities, as well as fully implement the central-held activities
Monitor the status and improve the customer retention
?Work with the dealers to design and implement service marketing activities, and raise relative support program for the dealers to Central

Dealer Support
Work closely with the Coaching team to provide on-site dealer coaching to improve the dealer retail business operation, and follow up the improvement checks.
Support to set up dealer annual business plans
Approve the dealer goodwill request within his DoA
Responsible for the review and analysis of the dealers’ overall Customer Service performance, including
Finance Performance
Working environment, 5S
Productivity, Efficiency, Utilisation

Single dealer daily Customer Service interface
Manage the partnership relationship to create win-win situation
New Dealer engagement

Brand Ambassador
Represents the Jaguar Land Rover brand. Advocate the Loyal & Ethic dealer network
Periodically assess the dealers the implementation and compliance of the Dealer Standards, work with the dealers to pass the annual check from Central/UK

Dot Report
Work as team member in the regional office, dot report to Regional VP
Work together to support sales/marketing activities in region
Keep team member informed in terms of daily operation and take advice from regional team for the daily business


Skills, Experience and Qualifications required:
The Regional Customer Service Manager should possess the following skills & qualifications:
Results oriented with a determination to deliver upon commitments
Highly motivated, energetic and inspirational
Empathetic with the ability to work in a high performing team.
Ability to influence effectively while balancing a broad range of priorities with minimal supervision
Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication and presentational skills.
Analytical with the ability to interpret financial data and relate it to operational activity.
Possessing a strategic mind-set with the ability to work with importers and dealers to develop, plan and implement a customer service strategy.
Process oriented with great attention to detail
Commercial experience, including the ability to construct a business case from detailed and varied inputs.
Practical dealer operation background preferred
Previous experience of working in a market frontline environment 举报 分享

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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