Client Experience Manager - Budapest

Client Experience Manager
Budapest
Budapest, Budapest, HU

Are you passionate about getting involved in the development of two wordwide known luxury brands? Also would like to operate with one of the leading mobility service provider in Central and Eastern Europe?

Join us as a Client Experience Manager of Jaguar Land Rover retail dealership in Budapest, and take part in the transition of ’Modern Luxury’ concept of the brand. As a Client Experience Manager you will be the key figure who monitors and improves the experiences that the client lives. As a member of our management team you will riport directly to the Managing Director.

Luxury surrounding - including an 874 square meter showroom suitable for exhibiting 14 vehicles and an 11-stall service center with a full technical examination line -, advanced technologies and a beautiful work environment awaits you at Wallis British Motors.

In Hungary, we are the member of a AutoWallis Group with stable foundations and broad employment background, listed in the premium category of the Hungarian Stock Exchange, with the presence in 14 country in the European region.

, As a Client Experience Manger your main responsibilities will be the following:

Improves client satisfaction and mitigates dissatisfaction with their retailer experience
Drives improvements in Customer Journey and defines process enhancement opportunities across departments
Direct interaction with clients where reqiured immediately address and rectify their concerns
Coaches and developes front of house colleagues

Detailed tasks:

Direct interaction with clients where reqiured to immediately address rectify theri concerns or dissatisfaction with their retailer experience
Drive improvement in Client Satisfaction Score as measured through Client Voice Sales and Service Surveys
Review Red Flags and Gold Stars for continous impovement opportunities
Reports NPS scores to managers and service advisors daily
Organizes monthly meetings about NPS results and takes necessary actions
Weekly Revies of all client complaint cases that have occured at the retailer and share Root Cause Analysis with Department heads
Act as a voice of client accross the org. using Client Insight and route cause analysis to identify and drive improvements
Review all process improvement opportunities in Retailer, write and implement proposals to mobilise them
Manage ’front of house’ retailer staff i. e. , Reception, Parking Attendants, Service / Sales Hosts
Create coaching plans for front of house team to further enhance the JLR client experience
Quickly and effectively identify any client dissatisfaction in order to rectify this
Be single point of contact for the Importer to address client dissatisfaction quickly
Own Retailer empowerment process on behalf of retailer so that decisions on goodwill can be granted quickly and consistently
Manage the Assisted VEhicle Change (Buy Back) process wiht the importer as a single point of contact
Build and enhance effective Client First Culture within the Retailer
Responsible for goodwill budget and ensuring approval by JLR of goodwill where applicable
Review Monthly Client Satisfaction scores with Sales and Service Teams to ensure that these are fully understood
Work with Retailer Management team to make quarterly reviews (Client Voice Comitees) of Client Satisfaction metrics and identify opportunities for impovement, i. e. , internal process change, impoving internal communication etc.
Every client feel important, recognized az a VIP, all clients are VIPs!
To take opportunities to meet and where possible, exceed customers’ expectations of the JLR Brands

, Our expectations regarding filling this position:

Master / bachelor’s degree in business administration, economics, engineering or similar.
Minimum 5 years in client facing automotive role, or similar experience of luxury brand/s in a client facing capacity
Experience in and passion for creating great experiences for the clients.
Strong communication skills, confident in challenging situations and whilst showing empathy and desire to drive client’s satisfaction and loyalty
Ability to work positively within a team and contribute towards its success.
Process orientated personality with great attention to detail.
Puts the Client First. Embraces JLR’s Client First Principles
Great analytical skills – can effectively analyse data to seek out opportunities for improvement
Basic computer skills (Microsoft Office, CRM systems, IVR systems).
Proficiency in consumer protection law, fundamentals of car sale/service legislation.

Experience with premium car brands as a client experience manager in the automotive industry (is considered as an advantage)
Fluent english

, What we offer:

Opportunity to deal with luxury brands and premium clientele
Overview of the automotive industry and professional development
A position with high responsibilities as a manager
Attractive compensation package (bonus option, cafeteria, professional trainings)
Career options within the company group
Exciting, motivating, challanging tasks
Attractive working environment (easily accessible within Bp. both by car or public transport)
Cohesive team, friendly environment in everyday work

Részletes információk a munkahelyről:

Vállalat:	Wallis British Motors KFT.
Hely:	Budapest Budapest, Budapest, HU
Hozzáadva:	19. 9. 2023 Aktív álláslehetőségek

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