Customer Success Manager

4 weeks ago

London, Greater London, United Kingdom INEOS Automotive Full time

Customer Success Manager

INEOS Automotive – Grenadier – Built On Purpose

Our team at INEOS Automotive has grown rapidly since Sir Jim Ratcliffe announced Project Grenadier in 2017. We've hit some huge milestones along the way, from a start-up to a scaled business. Despite global challenges, we brought our first vehicle, the INEOS Grenadier, from vision to prototype and to market in just five years. Now, as the first customer deliveries of our INEOS Grenadier have begun, we look to the future with our first all-electric vehicle.

People and Culture

We're an international team of around 1500 employees, with 10 locations and 44 nationalities. We welcome people who mirror our values: Spirit of ownership, who take responsibility and make things happen. Delivering quality work, with ambition to deliver outstanding results and who have a community mindset, believing together everyone achieves more. Creativity and initiative are encouraged to support your career development.

We're doing things differently.

The Global Customer Success Manager will ensure our customer base throughout the world receive an industry leading support experience either directly from INEOS, a third-party managed contact center or through our retail network. Full accountability for the control and effective resolution of customer issues brought to the attention of INEOS Automotive in a manner which actively upholds brand integrity and values. The successful candidate will role hold full accountability for the department.

Responsibilities include (but are not limited to):

  • Manage the Customer Services function ensuring that Grenadier owner and prospect enquiries are dealt with in a manner befitting of the brand and in line with key performance targets
  • Manage, motivate and develop the Customer Services team ensuring high levels of engagement and performance
  • Lead the Contact Centre strategy from development to implementation to day-to-day operations including the development and management of a balanced scorecard of metrics, including First Call Resolution Rates (FCR), Customer Effort Score among others
  • Recommend and actively look for continuous enhancement of Customer Service strategies across the company and as a result contribute to advocacy, customer retention and loyalty
  • Represent the voice of the customer across the business, working cross-functionally to ensure best practice and customer experience is at the forefront

What we are looking for:

  • Proven track record in managing a Customer Service Team in an automotive OEM
  • Strong strategic ability with experience working within a customer-focused, high-growth, digital-first, tech platform
  • Experience within a regulated environment across multiple geographies
  • Has used Salesforce Service Cloud and SAP C4C in a complex omni-channel business
  • Agency / supplier management experience
  • A customer first mentality and the willingness to go above and beyond for them
  • Experience of managing and motivating a high performing team
  • Adaptable, quick thinking, decisive, showing strong initiative and self-determination

If the role sounds of interest and you want to learn more please apply. Please include a covering letter that supports your application along with any other supporting information.

If your application is successful one of the team will be in touch to arrange an initial conversation

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