Customer Support Programme Manager

Job Description

• Contribute to the promotion of central Customer Support programmes & initiatives. The role will be responsible for the operational management of programmes including Accessories Sales Management, Service Retention Consultancy, & Physical, Digital & Lifestyle E-commerce, & report directly to the client key stakeholders. A strong aftersales background with knowledge of latest trends in the industry is heavily preferred.
• Lead & provide coaching for members of the team to ensure effective performance and target achievement at all levels. This will encompass from supporting new processes & adapting it to business priorities, to supporting specific teams within the programme to improve results.
• Regularly align with key Customer Support, Marketing & Sales & stakeholders within the client organisation on relevant performance metrics, related initiatives, & support topics. Excellent client relationship management skills are a must.
• Lead periodic review meetings with the team’s data reporting analyst on performance metrics and ways to improve business results. Ability to interpret dashboard data & KPI metrics is necessary to interpret monthly reports, as well as finding way to keep improving the performance dashboard.
• Identify novel opportunities to enhance sales & customer retention performance within the retailer network and through direct channels. Compile best practices related to key customer support topics & develop innovative business development initiatives. Take a lead role to advise the client team on performance strategy & potential process improvements.
• Provide dynamic project management & stakeholder alignment with relevant experience to contribute to on-going Customer Support department projects & developments. Coordinate & lead periodic programme meetings to monitor performance & action plans progress. Ability to communicate clearly and escalate when relevant is key.

Professional experience

• Experience in business development desired:
  • Automotive industry
  • Customer support
  • Project management & coordination (preferably within Automotive)

Education

• Bachelor degree in business or related preferred

Language

• English (native level C2)
• Valid UK driving license