Ownership & Retention Specialist*

Job description:

WHAT TO EXPECT

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 Aftersales, to help define and deliver a first-class ownership experience to our clients.

This role will sit within our Commercial team, as part of a small team looking at 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 initial aftersales ownership package(s) and future retention offering should be, then take responsibility for implementing these offerings in our global markets. In doing so this broad role will have a significant influence over the success of the overall brand transformation.

Key Accountabilities and Responsibilities

Champion the client throughout the Jaguar business, balancing client needs with business improvements and presenting a compelling business case
Delivery of Aftersales revenue and profit
Identify relevant opportunities to enhance the client ownership experience and drive the transition to Modern Luxury
Develop and enhance policies, procedures and standards that reflect consumer's requirements and offer a service experience that exceeds expectations on a luxury brand vehicle
Develop client focussed aftersales programmes and build brand relationships that generate increased revenue and aftersales retention.
Financial Analysis - identify and analyse relevant data effectively and be able to identify issues or potential efficiencies and be able to promote requirements for additional funding where they can increase client satisfaction and/or increase overall business performance.
Relationship Management of key suppliers and the extraction of data to support the drive to improve key performance metrics
In-Depth analysis of performance metrics to help build long term commercial strategy


WHAT YOU'LL NEED
Knowledge, Skills and Experience

Essential:

Management of projects from conception to launch, and then programme management and continual improvement once bedded in
Automotive aftersales experience and knowledge of the latest aftersales market trends, technology, and applications
Proven track record as a Client Services leader
Ability to manage multiple stakeholders
Effective interpersonal and relationship building capability / influencing and stakeholder communication skills, both written and verbal
Strong commercial acumen with the capability to construct and deliver business cases
Capable of seeing the 'bigger picture' and thinking strategically
Strong analytical skills and ability to use data drive analysis and results
Confident Microsoft Office software user, with Excel and PowerPoint skills being particularly advantageous
English language fluency (written & verbal) at a technical level


Desirable:

Educated to degree level or above
Experience working in a services environment (ideally automotive) catering to HNW or UHNW clients
Experience in the delivery of (ideally automotive aftersales) retention programmes
Experience in / understanding of the delivery of Roadside Assistance services
Understanding of the automotive body & paint repairs market, accident repair management and associated requirements
Understanding of Agile project management methodologies, approaches, tools and techniques / experience in Agile delivery
Experience of process mapping / process improvement / facilitation
Acute business acumen and understanding of organisational issues and challenges
Experience working with different regions around the world
Additional European or Chinese language(s)