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Aftersales Change Manager

2 months ago

Coventry, United Kingdom MSX INTERNATIONAL Full time

Aftersales Change Manager – Jaguar Land Rover

40 Hours per week

Up to £50,000

Remote, with occasional travel

 

Are you an automotive professional with experience in leading and implementing change?

MSX International has the job for you

 

MSX International is looking for an automotive professional with experience of retailer service processes to recruit for an Aftersales Change Manager role supporting the roll out of an Aftersales system across various international markets of our partner, a leader in the luxury automotive industry.

 

The Role

As an Aftersales Change Manager you will be part of the Global Customer Service team and will lead a project which supports the implementation and ongoing development of our partner’s Aftersales strategy. This role involves a customer-first approach and using your understanding of retailer service processes to create and execute a plan that consistently delivers on our partner’s brief. You will be responsible for the operational change required to deliver this new service capability, working cross-functionally to ensure not only system changes are embedded but also process, people and data changes are achieved.

 

As part of this role, the Aftersales Change Manager will:

 

  • Collaborate with various Aftersales programme owners and local markets to create a roll out plan, from pilot to full deployment
  • Analyse various data sources required for the successful roll out of the programmes
  • Initiate deployment of Customer Clock which allows a complete view of the client’s service experience
  • Effectively utilise change management methodologies to support engagement, considering that the platform is supplementary and does not replace existing infrastructure   
  • Recognise blockers to participation, create viable business solutions to overcome these and onboard all current non-participants
  • Design a metrics suite to measure the successful integration of programmes at retailer level, to include adherence to any process changes and overall improvement of retailer efficiency and customer satisfaction
  • Ensure Retailer/Internal User access to various retailer portals via successful process deployment
  • Designing and validating communications to adopt any additional functionality within the Retailer systems
  • Fully prepare all markets for the launch of the customer centric Aftersales solutions
  • Ability to develop and create user guidance in support of the change management project
  • Comfortable working with the technical development team and business team, continuing development of the solution in parallel to market rollout.

 

About you

This is an excellent opportunity for an individual who has a strong retailer background, with experience in leading and implementing change.

 

Our ideal candidate will have:

  • Deep knowledge of automotive retailer service processes  
  • Experience of leading and implementing change
  • Strong communication skills both written and spoken
  • Excellent stakeholder management skills with abilities to influence at all levels
  • A collaborative approach to achievement
  • An ability to understand the vision and how to deliver it
  • Experience of delivering far reaching projects, with a variety of stakeholders is desirable but not essential

 

What’s in it for you?

When you join our team, you become part of the MSX International family. It’s more than a job – it’s the opportunity to build a career, make a difference, and be part of an exciting industry.

 

At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organisation who takes pride in our diverse workforce.

 

In joining MSX, you can enjoy:

  • Company car
  • Laptop
  • Travel expenses
  • 25 days annual leave entitlement (plus bank holidays)
  • Company contributory pension plan
  • Cashback healthcare scheme
  • Life Assurance
  • Car Salary Exchange Scheme

 Working pattern and location

  • 40 Hours per week
  • Permanent
  • Monday – Friday
  • Location – Remote
  • Travel: there will be occasional overnight stays for short periods of time and visits to the office when required by the business

About MSX

 

With over 5,000 employees based in more than 80 countries across the globe, our proven track record means that we now partner with almost every car manufacturer on the market, providing industry leading expertise that spans:

 

  • Consumer Engagement
  • Parts, Accessories & Service Performance
  • Actionable Insights
  • Diagnostics & Repair Enhancement
  • Warranty and Repair Efficiency
  • Technical Information
  • Learning Solutions
  • Sales Performance

 

 

 

 

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSXI Mission

To harness our expertise in mobility, the creativity of our global teams,

and the power of technology, to craft tailored and innovative solutions

The MSXI Vision

To enhance every journey in the world of mobility

 

 

 

Please be advised that applications sent via email will not be considered. To ensure that your application will be reviewed by our team, send your CV by clicking the 'Apply' button above.

 

 

 

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.