Customer Service Business Development Senior Specialist (Revenue)

Jaguar Land Rover Automotive Plc • Mahwah, NJ

315d • $92,000 - $115,000 • Hybrid

About The Position

This role is not eligible for Visa Sponsorship. At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential. Creating Experiences that Customers Love, for Life. This is the singular purpose of Jaguar Land Rover (JLR) and is built around a focus to always put the customer first. You will be responsible for the roll-out of the Retailer Integrated Service Experience, the Proactive Care program, incremental parts revenue through the multipoint inspection process, and retailer standards for the Customer Experience & Commercial Revenue function.

Requirements

• Relevant Bachelor's degree or equivalent work experience
• 5+ years of operational experience in Customer Service/ Business Development/ Revenue
• 5+ years of experience in driving and implementing strategic projects and programs
• Ability to manage and communicate with stakeholders
• Ability to prepare and manage a budget
• Ability to analyze data and draw business conclusions
• Good understanding of retail service operations
• Strong negotiating and change management skills

Responsibilities

• Business lead for the development and deployment of the Retailer Integrated Service Experience (RISE)
• Become the local subject matter expert for the RISE application
• Act as liaison between all stakeholders to ensure content is business and retailer relevant and system is launched on time
• Responsible for internal and external communication (user guides, learnings, best practice)
• Support setting up action plans with Field Team to address gaps in performance
• Responsible for future business enhancements to the RISE application
• Business lead for the 'Manage of your behalf'/ Proactive Care program
• Become the local subject matter expert for the proactive care program
• Act as the liaison between all stakeholders to ensure that this program drives client satisfaction and workshop throughput
• Responsible for the timely roll-out in North America
• Responsible for tracking, reporting and future business enhancement
• Drive incremental parts revenue through the retailer multipoint inspection process (MPI)
• Create MPI dashboard and retailer level reporting to drive performance
• Benchmark process and create retailer facing best practice learnings
• Drive business enhancements with service technology providers
• Functional lead for Retailer Standards
• Review current retailer standards affecting Customer Experience & Commercial Revenue
• Collect future requirements from the department and convert these into standards
• Support the governance and retailer adherence to these standards
• Responsible for reporting and performance tracking
• Business office lead for Customer Experience & Commercial Revenue
• Support business plan creation and deployment process including KPIs for Client Satisfaction and Parts Revenue
• Support regular business reviews to track and improve performance
• Perform other duties as required

Benefits

• Global Bonus Program based on company performance
• Generous time off policy
• Discounted Luxury Vehicle Car Program
• Generous health care and retirement plans
• Quarterly Chair Massages
• Maternity/Paternity Leave
• Complimentary lunch

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Food and Beverage Retailers
• Education Level: Bachelor's degree