The Customer Service Market Manager (CSMM) partners with the JLRNA Customer Care and Retailer Customer Service Teams to drive parts revenue, elevate the Customer Experience and maximize Retailer efficiency, throughout the Customer Service experience.  

By fully embedding JLR standards, policies, processes and systems into the retailer operations, the CSMM will work closely with retailer leadership to deliver a seamless, optimized experience that accelerates vehicle turnaround times, improves customer satisfaction and loyalty. 

The CSMM will support the Regional Performance Manager (RPM) to drive overall Retailer performance

Key Objectives 

• Achieve all Customer Service & Parts Key Performance Indicators (KPIs) for assigned retailers and market. 

• Drive customer satisfaction and loyalty through proactive engagement and process improvement. 

• Ensure Electric Vehicle (EV) readiness and adoption of digital tools across retailers. 

• Support revenue growth through service retention, parts and accessories, and extended warranty programs. 

• Embed JLR programs and compliance standards within retailer network. 

• Improve speed of Vehicle Off Road (VOR) resolution. 

• Promote a Modern Luxury culture and continuous learning environment. 

• Ensure the consistent utilization of the Retailer Performance Tool Kit (RPTK) across  assigned retailers. 

• Ensure that retailer personnel records and mandatory training requirements are current, including technician development through the JLR Excellence Learner’s Journey. 

Key Accountabilities and Responsibilities 

1. Responsible for Driving the Focus on Customer Satisfaction and Loyalty 

• Utilizes available tools to deliver continuous improvements in customer satisfaction and loyalty, to achieve a best-in-class vehicle ownership experience 

Leads, coaches, and mentors the Retailer to create a Modern Luxury culture that delivers an outstanding customer service experience to every customer, every time 

• Utilizes Retailer Balanced Scorecard, RPTK, intelligence data and tools to plan, implement and proactively manage a customer satisfaction improvement strategy with the Retailer 

• Ensures RPTK is incorporated into weekly and monthly reviews with assigned retailers to support structured action planning and continuous improvement 

2. Responsible for Monitoring and Managing Retailer Customer Service & Parts Performance 

• Performance Analysis & Action Planning: Reviews KPIs and performance data to identify opportunities for improving customer service, parts performance, and profitability. Collaborates with Retailers to agree on improvement plans using RPTK. 

• Retailer Coaching: Supports and coaches Retailer Management Teams to achieve business objectives and align with JLR performance targets and market potential. 

• Customer Service Optimization: Drives Customer Service Department performance by leveraging KPIs to identify process improvements in areas such as: 

• Service Net Promoter Score (NPS) 

• Parts Revenue 

• “Service 6” compliance 

• Open Repair Order Management 

• Warranty performance 

• Learner Journey adherence 

• Service retention 

• Monitors retailer training compliance and technician development using Excellence and JLR learning systems. 

• Workshop Performance Monitoring: Tracks and analyzes Retailer workshop performance against targets using JLR tools and reports (e.g., Repair Standards, Red Flag, Right First Time, Diagnostics, Quality Checks, VOR, Local Technical Support (LTS) cases, Campaign Management, Customer Relationship Center (CRC) cases, Goodwill processes, Dealer Facilitated Trades (DFT’s), Vehicle Buybacks.) 

• Supports RPM in working with customer service teams to develop and implement a Medium-Term Business Plan, to include retention growth, parts / accessories, customer satisfaction improvements and capacity planning, ensuring that the Retailers capacity to grow sustainably is in line with JLRs overall growth strategy 

• Oversees and advises retailers on the proper and efficient use of goodwill, dealer-facilitated trades, and compliance with all related policies, while supporting Consumer Affairs and Legal in managing state lemon law reacquired vehicles through retailer training, documentation, and process alignment.  

3.  Implementation & Embedding of Customer Service Programs: 

• Leads the rollout and integration of JLR customer service programs and best practices, ensuring timely adoption by Retailers. 

• Reviews and optimizes key operational processes (e.g., diagnostics, repair orders, quality checks, concern reporting, warranty, and Field Service Actions) to improve compliance and efficiency. 

• Builds capacity and capability through initiatives such as parts pre-picking, workshop loading optimization, technician efficiency and remuneration, warranty process improvements, electric Vehicle Health Check (eVHC) implementation, and monitoring technician skills. 

• Supports Service Advisors in applying JLR service processes, Service 6 standards, and consistent customer communication. 

• Identifies when Retailers need additional support for complex processes and coordinates with the Customer Service Process Sr. Specialist (CSPS) for implementation; assumes responsibility for sustaining new systems post-intervention. 

• Drives cultural change by embedding Modern Luxury principles, fostering a learning culture, and coaching Retailers to adopt new ways of working in a dynamic environment. 

4. Responsible for Managing Compliance to Franchise Standards within Customer Service 

• Responsible for Retailer adherence to Corporate Identity and JLR Standards 

• Ensures the Retailer remains fully compliant with JLR headcount and future capacity planning requirements 

• Coaches and supports the Retailer to develop the capability and performance of their customer service teams, ensuring that all staff complete their mandatory JLR training 

• Reviews Retailer Customer Service Standards Audit results and enforces corrective action, where required. 

5. Responsible for Identifying, requesting & gaining support from the shared CSPS where required to improve the Retailers processes and customer experience 

• The CSMM will provide the CSPS with a detailed Problem Brief, describing in detail which area(s) a Retailer requires specialist support, the reasons why and which KPIs have informed this 

• Supports the CSPS throughout their period with Retailer and follows up on action plan following hand back to CSMM. 

Key Criteria for Role: 

• Bachelor’s Degree or Equivalent Work Experience 

• Travel in market approx. 75%, must live in market area 

• 5+ years Automotive Experience, preferred general technical knowledge/experience  

• Minimum of 3 years’ experience in a customer service and/or sales support role 

• 3+ years of direct retailer or customer contact is a strong plus 

• 1-2 years Retailer or OEM aftersales management experience 

• 1-2 years’ experience leading and motivating teams 

• Results driven, demonstrates, tenacity, drive and perseverance, with the ability to deliver in a complex demanding environment 

• Able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style 

• A good communicator who can communicate complex ideas 

• An effective team player, actively leads, develops and supports team members 

• Strong computer skills with experience in Microsoft suite  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.