Customer Experience Specialist

Job description / Role

At JLR, we believe that our success is built on the passion and commitment of our people. Our people have the opportunity and are encouraged to make a real difference within our business, creating a high achieving work environment in which there is as much of an opportunity for employees to grow their careers as well as to contribute towards shaping the future of our company. A career with JLR offers the chance to be part of a truly global business with two iconic brands, and where our continued success and international growth demands new and creative ways of thinking to drive a ‘one high performance company’ culture.

JLR MENA

JLR Middle East & North Africa (MENA) is an Importer office responsible for Sales, After Sales & Customer Service, Marketing, Retail Development and Volume Planning for the JLR network across the region. The MENA Regional team act as facilitators between JLR UK and local Importers to ensure optimised performance is achieved in the Retailers through the establishment of a ‘Customer First’ environment.

The Role

This role is responsible for being the champion and advocate for the voice of the customer (VoC) within the regional office. Analyze, execute and manage plan to bring the voice of customer to the forefront of the organization (regional office and retailer network). Aligning VoC insights with strategic priorities that will eventually improve the overall Customer Experience. The role is both a strategic as well as a hands on position where both interpreting customer insights and working closely and influencing stakeholders are integral for the role.
The role is an integral part of the Customer Service division. The job role exists to support the Customer Experience Manager, and the JLR MENAP Customer Experience team.

Key Objective:

• Be a strong project manager working with cross-functional partners within the market.
• Review performance against business objectives and KPIs and identify opportunities for improvement and sharing of best practices across retailer networks and cross functionally at regional office.
• Drive Excellence within a retailer operation - Compiles and communicates improvement opportunities to Retailer with closure plans and responsibilities for each concern raised.
• Proactively follows up on action plans to deliver agreed improvements in customer Experience performance.
• Proactively identifies opportunities for process improvement and innovation opportunities.
• You’ll be responsible for delivering Customer Experience targets across the region to drive satisfaction and loyalty - focusing on key elements of the service process, for example, the provision of Best in Class mobility solutions.
• Help to drive higher customer satisfaction across the network through management of projects while embedding the Customer First principles.
• Create and deliver project work plans and revise as appropriate to meet changing needs and requirements.
• Work with the Customer Experience Manager to drive a Customer Experience culture and strategy that will act as an enabler for delivery of experiences customers love for life.
• Ensure quality of customer data flow from retailers to regional office.
• Communicates project status and escalates issues to direct managers, program managers, and internal and external stakeholders to drive change.

Main Duties & Responsibilities:

• Driving Retention through the management of the Customer Experience Insight Programmes (Satisfaction questionnaires, Net Promoter Scores, Instant Feedback)
• Responsible for the day to day management of the mystery shop program (Service Experience mystery shop, Purchase Experience Mystery shop and Telephone Mystery shop) across the MENA office
• Lead, manage and monitor day to day activities of agency to ensure smooth running of the programme.
• Produce reports, to highlight quality gaps, points of action and trends per market to help market owners improve performance.
• Owner of the MENA Mobility Programme – Define, develop and manage performance of the Mobility programme (including courtesy car utilization, satisfaction matrices as well as managing the programme budget.
• Main point of contact for all data quality reports for sales and service (data required for day to day operation for all customer experience programs). Coordinate between MENA markets and CRM agencies on daily customer record submissions to ensure flow of

Customer Experience Insight Programs.

• Ability to influence regional and global strategy around the Future Customer Experience.
• Work cross functionally on the definition and execution of the Customer Contact Plan and Journey to produce world class Customer Experience.
• Manage day-to-day operational aspects of the Customer Experience project(s). And working closely with relevant stake holders (internal employees, agencies) to ensure effective and efficient implementation of the project(s).
• Work with Customer Experience Manager to ensure the control and financial management of relevant projects, ensuring all paperwork is raised in accordance with budgets set and approved from all relevant stakeholders.
• Working with local and central agencies to develop and implement CS initiatives and key lever programmes in alignment with objectives and priorities of the year.

Travel: Expected within region

Salary:
AED 28,000 to 30,000 per month inclusive of fixed allowances.
Additional benefits: Inclusive of fixed allowances

Requirements

Experience, Knowledge & Qualifications:

• 5 years’ minimum experience working in a similar position of project management
• Excellent knowledge, of word, Excel and project management is required.
• Proven track record delivering business objectives
• Financial acumen
• Arabic, French is an advantage.

Competencies:

• Strong Organizational Skills – Ability to multitask and prioritize workload,
• Advanced project management skills including time and risk management, resource prioritization, and project structuring.
• Outstanding verbal and written communication skills, including negotiation and presentation
• High influencing skills across stakeholders and customer groups.
• Fast and responsive – working to strict deadlines,
• Proven Communication and interpersonal skills to all levels,
• Resourceful, innovative thinker,
• Ability to work on own initiative,
• Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
• Team Player – Maintain close working relationships with all other employees of the business to assist in the facilitation of projects,
• Ability to listen and a willingness to learn,
• Results and achievement orientated to high standards,
• Committed, motivated and passionate about our people and our company,
• Flexible with full driving license, a willingness to travel and spend time away from home

Business Behaviors:

• Takes personal responsibility for role, deliverables and business performance
• Builds effective relationships with the team and key individuals to deliver objectives,
• Seeks continual improvement for betterment of the business,
• Proactive and moves at pace when faced with change,
• Self-motivated and acts with honesty and integrity,
• Ability to makes decisions (within the scope of their role) with a sense of urgency while balancing risks & benefits,
• Continuously supports and creatively seeks to improve systems and processes.

About the Company

Jaguar Land Rover is the UK's largest automotive manufacturing business, built around two iconic British car brands: Land Rover, the world's leading manufacturer of premium all-terrain vehicles and Jaguar, one of the world's premier luxury sports saloon and sports car marques.

Under the ownership of Tata Motors Limited, Jaguar Land Rover is transforming its business to realise the full potential of its brands and deliver profitable results. Driving the business is a world-class team of 32,000 people globally. In addition we support more than 210,000 UK jobs through the supply chain, dealer network and wider economy.

All of our cars are engineered and designed in Britain and while we have ambitious plans for global growth, the heart of the business remains in the UK. We have invested billions of pounds in our state-of-the-art production, research and development facilities. In fact, Jaguar Land Rover is the biggest UK investor in R&D in the manufacturing sector - ahead of British Aerospace and Rolls-Royce -and in the global top 100 for R&D spend. This investment, along with our on-going support of local communities and encouragement to get young people to seek jobs in engineering has led to Jaguar Land Rover winning the Responsible Business of the Year Award - an accolade we take great pride in achieving.