Client Contact Team Executive

3 weeks ago

Chichester, United Kingdom Index Recruitment Ltd Full time

**Scope of responsibility**Company Brand & Full Product Range including Exclusive Products (Coach build /4th line/ Collection Cars). Exclusive and unique Company Experiences

**Purpose and key accountabilities** The Client Contact Team (CCT) are responsible for all first-tier customer engagement across all mediums as well as championing new product campaigns. Primary Client Contact Executive responsibilities include:Responding to client, prospects, or general enquiries. Soliciting Brand, Product & Client Experience feedback on all aspects of MC offerings Capturing client data and feedback in the MC CRM system. Issuing Welcome letters to owners

**Key Accountabilities of the function**
- All client communications inbound & outbound via the department to the highest level
- Accurate maintenance of all existing reporting and process documentation
- Client data collation and recording accurately
- Liaising with key stakeholders.
- Support of all assigned campaign delivery
- Pro-active inter-departmental knowledge and "best practise" sharing
- Input to flash reports for management visibility
- Reporting development and creation both bespoke and existing
- Collect and maintain information and prepare weekly and monthly status reports.
- Ensure that a benchmark client relationship is delivered achieving high levels of trust and understanding
- Ensure adherence to all compliance & GDPR processes

**Impact on innovations and changes**: Experience based input to the continuous improvement of Client Contact Team Practices & Processes
- Perform Voice of the Customer surveys directly with clients following purchase or service visit
- Act as the Client Communication hub for inbound and outbound central communications from general enquiries to strategic marketing follow ups
- Manage client contact campaigns including Voice of the Customer, Lead management, nurture programme etc.
- Escalate poor survey results to Client Relations team
- Engage topic experts to resolve specialist enquiries
- Manage client data in CRM system. Manage Client Contact Team CRM dashboard for completion of daily tasks
- First line client & dealer support for onboarding to MC exclusive App (Whispers)
- Manage relevant compliance checks to ensure adherence to data protection and business policy
- Regularly consults HQ & Regional stakeholders on membership, campaigns, communications & opportunities. Communicates to regions and dealers relevant feedback
- Educated to minimum A Level or equivalent, Fluent English with excellent written & verbal skills
- 2+ years experience in Luxury/ Automotive call center environment. Be extremely consumer-centric, understanding how modern luxury works, turning strong understanding into usable consumer insights
- Be internationally minded with an understanding / appreciation of different cultures / be able to work effectively across cultures
- Able to build strong relationships beyond commercial with UHNWIs distributed globally engendering trust and loyalty
- Experience in managing & working with data analysis, Accuracy and attention to detail
- Thrives in a team environment but is also self-motivated - demonstrates tenacity, resilience, strives to deliver results
- Experience using & creating reports in CRM tools
- Presentation skills - confidence to present formally to internal and external audiences
- Fluent English (written & verbal) other languages are desirable (Arabic, Japanese, Chinese, Russian) but not essential
- Enthusiastic, personable and bubbly personality

Index Recruitment Ltd is acting as an Employment Business in relation to this vacancy.

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