Customer Relationship Center (CRC) & Consumer Affairs (CA) Manager

Live the Exceptional With Soul.  This is the singular purpose of Jaguar Land Rover. 

At the core of these experiences are the products themselves.  The Jaguar and Land Rover brands have undergone a dramatic transformation over the past years.

Reporting to the Customer Experience Manager, the Customer Relationship Center (CRC) & Consumer Affairs (CA) Manager will oversee the JLRNA Customer Relationship Center (a third party purchased service) to ensure the CRC is delivering accurate and timely responses to all customer inquiries and vehicle repurchase requests. The role will also coordinate handling and reporting of executive cases and will also work with the third-party vendor supervisor to ensure the CRC process flow and achievement of KPI’s. The CRC manager will also oversee the Consumer Affairs Department to ensure the accuracy and timeliness of repurchase vehicles. Identify and develop process and improvements to reduce the volume of RAV’s in the NA market. This strategy development will be required to be shared with the wider Customer Service business.

What you will be doing:  

• Managing the JLRNA Customer Relationship Center and Consumer Affairs Departments. The incumbent will ensure CRC and Consumer Affairs deliver accurate and timely responses to all customer inquiries and vehicles repurchase requests.
• Managing the CRC operating budget
• Managing costs and communicate goodwill spend in NA
• Coordinating handling and reporting of executive cases.
• Working with third party vendor, Percepta, to manage the CRC relationship with JLRNA.
• Managing and reviewing vehicle buy back processes
• Responsible for the accuracy and timeliness of CRC and CA performance metrics
• Managing CRC and CA communication with Field Team and other internal departments (Marketing, Franchise, Legal)
• Continuous process improvement to keep up to date on emerging trends to better our customer communications
• Supporting Preowned Department to ensure the timely disposal and resale of all RAV vehicles
• Performing other duties as required.

What you will need:

• Bachelor’s Degree or Equivalent Work Experience
• Experience overseeing a Customer Relationship Call Center
• 5+ years’ experience in retail dealership operations
• Advanced working knowledge of customer service and call centers
• Strong Communication Skills
• Demonstrated leadership ability and organizational skills
• Strong business acumen, and the ability to work with people at varying levels within the organization and network
• Knowledge of States’ Lemon Laws
• Strong Leadership Skills
• MS Office
• Strong analytical skills
• Strong Presentation Skills

Location:  Mahwah, NJ
Travel: 10% - May require visits to the CRC Center in North Carolina

Schedule:  Hybrid Ways of Working Available (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.

• Be part of an international, inclusive, and open-minded company

• You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.

• Our employees receive a generous time off policy

• We offer a discounted Vehicle Car Program

• Employees also receive generous health care and retirement plans

• Quarterly Chair Massages

• Paternity Leave

• Complimentary lunch

• And more!

Thank you for your interest in working for us, we love it here and think you will too!

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

Jaguar Land Rover North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.