Client Services Case Manager

Job title:

Client Services Case Manager

Company

McLaren

Job description

What to ExpectReporting to the Customer Experience Manager, the primary focus of the Client Services Case Manager role is the responsibility for the control and resolution of customer issues bought to the attention of McLaren Automotive. You will ensure that customers requiring assistance are supported with speed, professionalism & in a manner which actively upholds brand integrity and values.McLaren Automotive are therefore looking for a highly motivated and customer centric individual to provide our owners with industry leading support, both directly and through support provided to our global retailer network. The role will support customers from around the globe, with a focus on owners within our UK & European markets.The successful candidate will be an expert in luxury customer experience, as the role is integral in ensuring that the whole organisation, including our retailer network, are focused on the pursuit of long-term customer satisfaction, retention, and continuous improvement.What You’ll Do

• Customer Case Management Delivery – Ability to manage customer cases to resolution, ensuring the highest standards with a tenacious focus on delivering customer centric solutions to drive overall satisfaction.
• Customer Advocacy – Act as the “Conscience of our customers” within McLaren Automotive by strategically utilising customer insight to drive change and continuous improvement in terms of product, service and ownership experience.
• Customer Satisfaction – Identify key opportunities for change and propose compelling action plans which ensures McLaren is always at the forefront of Customer Experience, and that key performance and customer KPIs are achieved.
• Stakeholder Engagement – Develop relationships with key internal and external stakeholders to ensure they are aligned to our strategies for improving our standards to sustain and improve the customer brand experience.
• Global Retailer Network – Working in partnership with our retailer network to ensure they are prioritising our customer agenda and are delivering the highest level of luxury customer experience.
• Teamwork – An active member of a high performing global team, providing support to colleagues to ensure initiatives and goals are always achieved, both internally in the regions and via our supplier network
• Budget control and stakeholder reporting

What You’ll Bring

• Extensive understanding of luxury customer experience and customer expectations
• Experienced in working directly with high-net-worth customers.
• Proven experience in customer case resolution
• Excellent problem-solving & decision-making skills.
• A track record in continuous improvement
• Knowledge of CRM systems and Customer satisfaction programmes
• Ability to bring creative ideas, solutions and translate them into actions.
• IT skills
• Excellent communication and interpersonal skills at all levels of the business, with strong written and presentation capabilities
• A proactive approach to issue management, acting as the voice of McLaren.

What We’ll Do for You

• Proactive mindset that devises creative solutions to strategic and tactical business challenges
• Thrives in a fast paced, challenging and dynamic environment.
• Exceptionally organised with high levels of self-motivation
• Meticulous attention to detail even when under pressure
• Dynamic, with the ability to respond to challenging situations in an innovative manner.
• Confident in communicating with colleagues at all levels of the organisation.
• Ability to influence stakeholders to seek satisfactory conclusions and ensure commitments are met.
• Able to maintain focus and deliver against tight deadlines.
• Professional and credible ambassador of the McLaren brand and it’s values.
• Culturally aware, sensitive and able to adjust the approach accordingly in a global context.
• Flexible, adaptable and able to deal with changing environments.

Who Are We?No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.It takes a community to do what we do. A diverse group of people with many areas of expertise, united by their passion to deliver visionary products and set new benchmarks.McLaren Automotive commits to equal opportunity for all. Diversity, Equality and Inclusion is at the heart of our impact, it drives our innovation and enables us to truly create something special. Join us on our journey.

Expected salary

Location

Woking, Surrey

Job date

Tue, 23 Jul 2024 22:09:29 GMT

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