MS&S Customer Relationship Centre Senior Manager 客户服务高级经理(职位编号：755)
苏州奇瑞捷豹路虎贸易有限公司
- 公司规模：150-500人
- 公司性质：合资(欧美)
- 公司行业：汽车及零配件
职位信息
- 发布日期：2013-06-20
- 工作地点：上海
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 职位类别：汽车 市场/营销
职位描述
The JV Marketing Sales and Service (MS&S) Customer Relationship Centre Senior Manager is responsible for leading and developing the customer contact and case handling processes, with appropriate escalation and closure, for customers of the LR products to be produced by the JV between Chery and Jaguar Land Rover. This role will be closely associated with the JLR China NSC team, and will operate an “Embedded collaboration” model with them to ensure one JLR voice to the customer and Dealer network as well as back to the JLR Global Brand teams.
This role will collaborate with the JLR China NSC Customer Service team to:
？Ensure one consistent JLR voice to the customer, in support of JLR objective of an ‘Outstanding Customer Experience’
？Contribute to development of strategy for JLR China CRC operation supporting customer liaison associated with all aspects of the after sales environment
？Ensure appropriate and consistent management of all customer and dealer contacts, with escalation as required.
？Ensure effective process of case escalation, and personal responsibility for all buyback and re-acquired vehicle cases.
？Develop roadside assistance strategy for JV built JLR vehicles and implement provision
？Develop reporting metrics to the business covering top issues of customer contact and roadside assistance incidence
？Co-ordination and follow up of all "Executive" and "Product Liability" cases
？Manage performance of outsourced service, agency and 3rd party organisations related to market service level agreements
？Implementation/support of CRC Customer Satisfaction survey
？Maintain up to date product and broad industry knowledge related to market government legislation / regulatory policies associated with consumer acts
？Ensure close co-operation with related departments within Jaguar Land Rover warranty and technical groups to establish levels of goodwill spend and product related issues contributing to customer dissatisfaction
？To further consider the scope of the CRC and to develop proactive customer contact methods (eg Welcome to the Brand) to build the ownership experience.
Key cross functional influences
1. All JV functional areas, but particularly Warranty, Technical Support, PR and Legal
2. Chery & JLR Global PD/Chery & JLR Customer Service
3. JLR China NSC
1 * Land Rover CRC Manager (starting Sept 2013)
1.Bachelors degree in business, or applicable work experience required Essential
2.Significant experience, 3+ years, (in automobile company an advantage) Essential
3.Extensive knowledge and experience of Customer Relationship Centre operations and procedures Essential
4.Strong communication skills, strong interpersonal skills and ability to influence Essential
5.Good analytical and reporting skills (Analytical with the ability to interpret data and relate it to operational activity) Essential
This role will collaborate with the JLR China NSC Customer Service team to:
？Ensure one consistent JLR voice to the customer, in support of JLR objective of an ‘Outstanding Customer Experience’
？Contribute to development of strategy for JLR China CRC operation supporting customer liaison associated with all aspects of the after sales environment
？Ensure appropriate and consistent management of all customer and dealer contacts, with escalation as required.
？Ensure effective process of case escalation, and personal responsibility for all buyback and re-acquired vehicle cases.
？Develop roadside assistance strategy for JV built JLR vehicles and implement provision
？Develop reporting metrics to the business covering top issues of customer contact and roadside assistance incidence
？Co-ordination and follow up of all "Executive" and "Product Liability" cases
？Manage performance of outsourced service, agency and 3rd party organisations related to market service level agreements
？Implementation/support of CRC Customer Satisfaction survey
？Maintain up to date product and broad industry knowledge related to market government legislation / regulatory policies associated with consumer acts
？Ensure close co-operation with related departments within Jaguar Land Rover warranty and technical groups to establish levels of goodwill spend and product related issues contributing to customer dissatisfaction
？To further consider the scope of the CRC and to develop proactive customer contact methods (eg Welcome to the Brand) to build the ownership experience.
Key cross functional influences
1. All JV functional areas, but particularly Warranty, Technical Support, PR and Legal
2. Chery & JLR Global PD/Chery & JLR Customer Service
3. JLR China NSC
1 * Land Rover CRC Manager (starting Sept 2013)
1.Bachelors degree in business, or applicable work experience required Essential
2.Significant experience, 3+ years, (in automobile company an advantage) Essential
3.Extensive knowledge and experience of Customer Relationship Centre operations and procedures Essential
4.Strong communication skills, strong interpersonal skills and ability to influence Essential
5.Good analytical and reporting skills (Analytical with the ability to interpret data and relate it to operational activity) Essential
公司介绍
苏州奇瑞捷豹路虎贸易有限公司
Suzhou Chery Jaguar Land Rover Co., Ltd
About us
Suzhou Chery Jaguar Land Rover Co., Ltd, is an independent joint venture between Chery Automobile and Jaguar Land Rover. The scope of the new joint venture will include the manufacture of Jaguar Land Rover, Chery and Joint Venture branded vehicles; establishment of a research and development facility; engine manufacture; and sale of vehicles produced by the joint venture.
The two companies bring a depth of knowledge from the automotive industry in China and around the world. Chery Automobile Co. Ltd was founded on 8 January 1997. The company is headquartered in Wuhu, Anhui Province, China. Since its formation, Chery has emerged as one of China's largest and most productive automotive manufacturers. Chery is also China's largest vehicle exporter to markets in over 60 countries. Chery products include passenger cars, SUVs as well as engines and transmissions. In 2011, Chery recorded sales of 643,000 units, ranked No. 6 among the passenger vehicle manufacturers in China.
Jaguar Land Rover (JLR) is the largest manufacturer of premium vehicles in the UK. The company, with a global workforce exceeding 21,000 employees, sells vehicles in more than 170 countries; the UK, North America and China are its largest markets. In 2005, sales in China accounted for 1% of combined Jaguar and Land Rover sales. It is now JLR's third largest market and is still growing; annual sales in 2011 increased by 60%, to 42,000. JLR is headquartered at Whitley, near the UK city of Coventry.
Suzhou Chery Jaguar Land Rover Co., Ltd
About us
Suzhou Chery Jaguar Land Rover Co., Ltd, is an independent joint venture between Chery Automobile and Jaguar Land Rover. The scope of the new joint venture will include the manufacture of Jaguar Land Rover, Chery and Joint Venture branded vehicles; establishment of a research and development facility; engine manufacture; and sale of vehicles produced by the joint venture.
The two companies bring a depth of knowledge from the automotive industry in China and around the world. Chery Automobile Co. Ltd was founded on 8 January 1997. The company is headquartered in Wuhu, Anhui Province, China. Since its formation, Chery has emerged as one of China's largest and most productive automotive manufacturers. Chery is also China's largest vehicle exporter to markets in over 60 countries. Chery products include passenger cars, SUVs as well as engines and transmissions. In 2011, Chery recorded sales of 643,000 units, ranked No. 6 among the passenger vehicle manufacturers in China.
Jaguar Land Rover (JLR) is the largest manufacturer of premium vehicles in the UK. The company, with a global workforce exceeding 21,000 employees, sells vehicles in more than 170 countries; the UK, North America and China are its largest markets. In 2005, sales in China accounted for 1% of combined Jaguar and Land Rover sales. It is now JLR's third largest market and is still growing; annual sales in 2011 increased by 60%, to 42,000. JLR is headquartered at Whitley, near the UK city of Coventry.