Ownership & Retention Specialist*

Job content

REQ ID: 102529JOB TITLE: Ownership & Retention Specialist*SALARY: CompetitivePOSTING END DATE: 04/01/2023LOCATION: GaydonBeyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.What To ExpectJaguar is an iconic brand with an illustrious heritage that is now undergoing a dramatic transformation. As part of the Re-Imagine strategy for the JLR business, Jaguar will be repositioned as a modern luxury brand and will seek to offer a new end to end customer journey, underpinned by an all-electric car portfolio. As part of this brand led turnaround, we are seeking an exceptional individual, with a proven track record in Aftersales, to help define and deliver a first-class ownership experience to our clients.This role will sit within our Commercial team, as part of a small team looking at shaping the future go to market strategy for our new car, launching in 2025. You will work alongside a senior manager to define what the initial aftersales ownership package(s) and future retention offering should be, then take responsibility for implementing these offerings in our global markets. In doing so this broad role will have a significant influence over the success of the overall brand transformation.Key Accountabilities And Responsibilities

• Champion the client throughout the Jaguar business, balancing client needs with business improvements and presenting a compelling business case
• Manage the development and deployment of a comprehensive ownership package to support client aftersales experiences, and the delivery of aftersales revenue and client retention
• Identify relevant opportunities to enhance the client ownership experience and drive the transition to Modern Luxury
• Develop and enhance policies, procedures and standards that reflect consumer’s requirements and offer a service experience that exceeds expectations on a luxury brand vehicle
• Develop client focussed aftersales programmes and build brand relationships that generate increased revenue and aftersales retention.
• Manage the relationship with the core business Warranty function, ensuring spend forecasts are agreed and performance against targets is tracked and managed
• Act as key liaison with core business functions delivering aftersales elements, such as roadside assistance, that will contribute towards the aftersales client experience.
• Financial Analysis – identify and analyse relevant data effectively and be able to identify issues or potential efficiencies and be able to promote requirements for additional funding where they can increase client satisfaction and/or increase overall business performance.
• Relationship Management of key suppliers and the extraction of data to support the drive to improve key performance metrics
• In-Depth analysis of performance metrics to help build long term commercial strategy
• Support Global programme visibility with enhanced data feeds to the relevant benchmarking tools, global scorecards and other central data requests

Knowledge, Skills And ExperienceWHAT YOU WILL NEEDEssential:

• Management of projects from conception to launch, and then programme management and continual improvement once
• bedded in
• Automotive aftersales experience and knowledge of the latest aftersales market trends, technology, and applications
• Proven track record as a Client Services leader
• Ability to manage multiple stakeholders
• Effective interpersonal and relationship building capability / influencing and stakeholder communication skills, both written
• and verbal
• Strong commercial acumen with the capability to construct and deliver business cases
• Capable of seeing the ’bigger picture’ and thinking strategically
• Strong analytical skills and ability to use data drive analysis and results
• Confident Microsoft Office software user, with Excel and PowerPoint skills being particularly advantageous
• English language fluency (written & verbal) at a technical level

Desirable:

• Educated to degree level or above
• Experience working in a services environment (ideally automotive) catering to HNW or UHNW clients
• Experience in the delivery of (ideally automotive aftersales) retention programmes
• Experience in / understanding of the delivery of Roadside Assistance services
• Understanding of the automotive body & paint repairs market, accident repair management and associated requirements
• Understanding of Agile project management methodologies, approaches, tools and techniques / experience in Agile delivery
• Experience of process mapping / process improvement / facilitation
• Acute business acumen and understanding of organisational issues and challenges
• Experience working with different regions around the world
• Additional European or Chinese language(s)

SO WHY US?Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes Jaguar Land Rover the perfect place to continue your journey.This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.Jaguar Land Rover is committed to equal opportunity for all.