Customer Support Programme Manager

3 weeks ago

Farnborough Hampshire, United Kingdom rpc - The Retail Performance Company Full time

rpc – The Retail Performance Company is the consulting company for the entire path to a customer-oriented transformation: from strategy, customer experience design and data analytics to people empowerment and performance management. We have made it our mission to support our clients with holistic solutions from strategy to implementation from a single source. Our focus is on creating inspiring customer experiences for a sustainable and value-adding relationship between brands and end customers.
Contribute to the promotion of central Customer Support programmes & initiatives. The role will be responsible for the operational management of programmes including Accessories Sales Management, Service Retention Consultancy, & Physical, Digital & Lifestyle E-commerce, & report directly to the client key stakeholders. A strong aftersales background with knowledge of latest trends in the industry is heavily preferred.
Lead & provide coaching for members of the team to ensure effective performance and target achievement at all levels. This will encompass from supporting new processes & adapting it to business priorities, to supporting specific teams within the programme to improve results.
Regularly align with key Customer Support, Marketing & Sales & stakeholders within the client organisation on relevant performance metrics, related initiatives, & support topics. Excellent client relationship management skills are a must.
Lead periodic review meetings with the team’s data reporting analyst on performance metrics and ways to improve business results. Ability to interpret dashboard data & KPI metrics is necessary to interpret monthly reports, as well as finding way to keep improving the performance dashboard.
Identify novel opportunities to enhance sales & customer retention performance within the retailer network and through direct channels. Compile best practices related to key customer support topics & develop innovative business development initiatives. Take a lead role to advise the client team on performance strategy & potential process improvements.
Provide dynamic project management & stakeholder alignment with relevant experience to contribute to on-going Customer Support department projects & developments. Coordinate & lead periodic programme meetings to monitor performance & action plans progress. Envisaged as a hybrid role with regular in-office (Farnborough).

 
6+ years of experience in business development desired in the following areas: automotive industry, customer support, Project management & coordination (preferably within automotive)
~ Bachelor degree in business or related preferred

Consulting 2.A consulting environment that constantly reinvents itself: at rpc your project utilization is not bonus-relevant and we offer maximum flexibility, for example through sabbaticals, remote work and part-time work, to ideally complement your personal life situation. A corporate culture that is better than others - that's just the way it is We have a strict "no jerks" policy. The latter can best be experienced at one of our legendary international company events (have you ever rented an entire island in Croatia?)
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