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REQ ID: 85921
JOB TITLE: Client Contact Delivery Manager
SALARY: Competitive
POSTING END DATE: 18/12/2022
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.




Jaguar is an iconic brand with an illustrious heritage that is now undergoing a dramatic transformation. As part of the Re-Imagine strategy for the JLR business, Jaguar will be repositioned as a modern luxury brand and will seek to offer a new end to end customer journey, underpinned by an all-electric car portfolio. As part of this brand led turnaround, we are seeking an exceptional individual with a proven track record in Customer Relationship Centres. 
This role will work within a small team shaping the future go to market strategy for our new car, launching in 2025. You will work alongside a senior manager to define what the customer service offering should be, then take responsibility for implementing these world class, luxury experiences in our global markets. In doing so this role will have a significant influence over the success of the overall brand transformation.


Key Accountabilities and Responsibilities


  • Work with the Regions and Markets to ensure optimised network of Authorised Repairers (AR)

  • Work with Regions and Markets to manage AR performance and delivery of experiences

  • Lead the identification and understanding of Market legislation and cultural nuance in order to adapt client experiences where necessary

  • Lead the development and implementation of contractual standards for all third party suppliers including ARs and logistics partners

  • Development and delivery of technical training to our AR network

  • Development and delivery of Client Care experience training to all third party suppliers including ARs and logistics partners

  • Define the CRC capabilities required to deliver Future Jaguar client care experiences

  • Working with the end to end client journey team, define the CRC operating model in each market

  • Working with the end to end client journey team, lead the Future Jaguar Client Care CRC into BAU delivering the highest standards of customer satisfaction in the industry

  • Financial Analysis – manage your budget effectively and be able to promote requirements for additional funding where they can increase the Customer recommendation ratings and increase overall business performance.

  • Support the development and training of staff



Knowledge, Skills and Experience



  • Appreciation of global market legislation and cultural differences

  • Capable of seeing the 'bigger picture' and thinking strategically

  • Attention to detail and high degree of accuracy

  • Management of projects from conception to launch, and then programme management and continual improvement once bedded in

  • Ability to manage multiple stakeholders

  • Strong client facing and excellent communication skills

  • Strong interpersonal and conflict management capability

  • Effective negotiation and influencing skills

  • Experience of process mapping / process improvement

  • Strong analytical skills and ability to use data drive analysis and results

  • Reporting and Presentation experience

  • Confident Microsoft Office software user



  • Educated to degree level, or above, in a relevant area
  • Experience working with different regions around the world
  • Additional European or Chinese language(s)
  • Understanding of Agile project management methodologies, approaches, tools and techniques / experience in Agile delivery
  • Training and Facilitation Skills
  • Experience of effectively managing and developing a team

  • Understanding of automotive industry and retail operations 




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, private medical cover and performance related bonus scheme. As a manager, you’ll also be able to select one of our luxury premium vehicles to lease at a fraction of the cost. All this and more makes Jaguar Land Rover 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 Jaguar Land Rover, 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. 


Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.


Jaguar Land Rover is committed to equal opportunity for all.


#LI-SS1 #LI-Post


At Jaguar Land Rover, 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.

Find out more about working here in our JLR Life Blog:

We look after our employees by offering a host of benefits and investing in their talent through award-winning training.


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