成都招聘

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

致力于在华长远发展，联合市场销售与服务机构 （联合机构，IMSS）由捷豹路虎中国与奇瑞捷豹路虎汽车有限公司（奇瑞捷豹路虎）双方于2014年5月共同成立。该联合机构由奇瑞捷豹路虎市场营销及售后部门及捷豹路虎中国市场营销及售后部门共同组成并共同运营管理。该联合机构负责捷豹品牌和路虎品牌的营销和服务，以推动两大品牌在市场、销售和售后服务方面的高效运作。联合市场销售与服务机构包含四大关键职能：销售运营、售后服务、捷豹品牌和路虎品牌。