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REQ ID: 122495
JOB TITLE: Customer Care Strategy Lead
SALARY: £38,600-£46,000 (DOE)
POSTING END DATE: 26/02/2024
LOCATION: Coventry


Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

 

WHAT TO EXPECT

 

Do you understand project management tools and principles, with demonstrable data analytic and insight skills?
 
This role, part of the Global Customer Care team, develops and drives key strategic imperatives within GCC as part of the Reimagine strategy.  Working directly with Global GCC, Regional colleagues, Centres of Excellence and House of Brands to develop and formulate strategic intent, delivery roadmaps and drive delivery through key strategic and PMO systems. 

 

The role is critical to the delivery of overall transformation of Global Customer Care & Jaguar Land Rover. It will provide a cohesive strategy for GCC to address shifts in the JLR landscape and provide an excellent customer experience to internal and/or external customers developing and managing relationships with stakeholders at all levels.

 

This is a fantastic opportunity to be part of a strong, diverse team focused on delivering JLR Commercial Strategy in Customer Care, working with different functions including Markets and regions as well as retailer partners.

 

Key Accountabilities & Responsibilities:

  • Support operating model development with broad knowledge of trends and factors impacting JLR and broader industry 
  • Drive and formalise Key GCC Strategic roadmaps (e.g. EV) 
  • Communicate with key stakeholders on key timings
  • Work with stakeholders to develop prioritisation within roadmap understand what capabilities will be delivered at what point
  • Feed into broader GCC Transformation roadmap on capabilities, timing, impediments
  • Acts as a role model for change through high quality PM delivery
  • Create challenge & positive tension to maximise performance & delivery within all aspects of Customer Care readiness plans
  • Ensure markets & regions have appropriate plans/activities/resources to develop & deliver the GCC strategic readiness activation plans
  • Effectively communicate Central business actions to the Region teams
  • Provide voice & challenge of the Regions in GCC discussions.
  • Facilitate timely support of regions launch plans.
  • Other ad-hoc projects as required.

 

WHAT YOU’LL NEED
 
As the Customer Care Strategy Lead, you’ll need the following knowledge, skills and experience:

  • Detailed understanding of Regional and Global operating models
  • Experience of successfully delivering a Programme or Project
  • Operational experience of using Project Management Methodologies, approaches, tools and techniques 
  • Strong analytic capability with ability to review and digest data and present conclusions and actions to both operational level (markets, regions) and senior management 
  • Exceptional relationship management skills, influencing and stakeholder communication skills, both written and verbal
  • Acute business acumen and understanding of organisational issues and challenges
  • Understanding of regional organisation structure and relationship with Retailers
  • Strong communication and influencing skills
  • Ability to interact, challenge and build business solutions and strategy within the organization.
  • Capacity to operate to a changing agenda and in areas of uncertainty
  • Excellent analytical skills
  • Commercially astute with an ability to anticipate and respond to changes in the industry

 

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.

 

#LI-POST

 

 

SO WHY US?

Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes JLR the perfect place to continue your journey.

 

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage. 

 

JLR is committed to equal opportunity for all.

#WEAREJLR

At JLR we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.

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WHAT WE OFFER

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