Customer Service Reporting Manager

4 weeks ago


Leatherhead, Surrey, United Kingdom Hyundai Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Customer Service Reporting Manager. The successful candidate will be responsible for managing the Customer Service business planning process, performance analysis, and decision-making.

Key Responsibilities
  • Prepare and recommend current year and strategic parts and service trading plans.
  • Manage Customer Service business planning process, performance analysis, and measurement and decision-making, impacting on major business decisions in the short (12 months), medium (1-4 years) and long term (5 years+).
  • Present to senior management in Customer Service and the wider business.
  • Challenge, develop, amend, and improve current reporting suite.
  • Develop a trading review to provide insight into short and medium-term parts trends.
  • Develop and manage parc reporting, market potential, and volume-planning model.
  • Monitor and provide insight into market trends, including electrification, and its impact on the Aftersales business model.
  • Manage relationships with information suppliers, including Qlik Sense, Marque Group Solutions, IHS Markit, Spindogs, and GiPA.
  • Develop and manage data warehousing system Qlik Sense to provide sophisticated reporting and analysis of Aftersales performance and opportunity.
  • Develop and manage a market intelligence programme to continuously monitor market and industry activity, information, and trends.
  • Provide Executive summaries (often in PowerPoint) for monthly Executive Board meeting, weekly Directors Report, and on an ad hoc basis, often at short notice for high-profile recipients.
  • Produce and manage annual target and bonus programmes for the retailer network.
  • Develop business cases to successfully argue for investment as and when required.
  • Develop, analyse, and publish performance reports to retailers and field staff to monitor and drive business performance.
Person Specification
  • Proactive, takes ownership, and leads the development of ideas and solutions.
  • Can-do, positive attitude.
  • Inquisitive, looking for a challenge, and not afraid to question the status quo.
  • Graduate calibre with a numerical, marketing, or business specialisation.
  • Highly numerate, with advanced Excel, Power BI, PowerPoint, and analytical skills.
  • Strong project management skills at all levels from inception to completion.
  • 2 years+ experience in a pricing or a market analysis role in automotive or industrial products preferable.
  • Commercially aware, with budget management and an understanding of accounting.
  • Strong interpersonal skills, an able communicator, and confident presenter to all levels of management, retailers, customers, and partners.
  • Motivated, well-organised, accurate, and a good team player.
  • Works with accuracy and attention to detail to tight deadlines under pressure.


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