Service Retention Programme Consultant

rpc – The Retail Performance Company ist das Beratungsunternehmen für den gesamten Weg zu einer kundenorientierten Transformation: von der kundenzentrischen Strategie, über Customer Experience Design, Data Analytics bis hin zu People Empowerment und Performance Management. Wir haben es uns zur Aufgabe gemacht, unsere Kund*innen durch ganzheitliche Lösungen von der Strategie bis zur Implementierung aus einer Hand zu unterstützen. Unser Fokus liegt auf der Schaffung inspirierender Kundenerlebnisse für eine nachhaltige und wertschöpfende Beziehung zwischen Marken und Endkund*innen.  

rpc wurde 2013 als Joint Venture der BMW Group und H&Z Unternehmensberatung AG gegründet und ist mit über 400 Mitarbeiter*innen in zehn Ländern vertreten.

What you will do: 

• As a Service Retention Consultants you offer specialised expertise to assist retailers in expanding their active service customer base, thereby enhancing retention & revenue generation. 
• Consultants will actively support retailers in optimising their processes, executing effective marketing activities, conducting KPI analysis, generating reports, and identifying opportunities for improvement.
• Lead in-person retailer visits to completion: Health Check, visit slide briefing, on-site product & sales training 
• Regularly align with key Marketing, Sales & Customer Support team stakeholders within the client organisation on relevant performance, initiatives, & support topics. Attend regular development & progress meetings with development agency confirming & prioritising requirements as relevant.
• Responsible for leading retailer meetings: crafting & producing meeting materials & content, with a key focus on uploading retailer visit reports to the portal after each visit.
• Before engaging in retailer visits, Service Retention Consultants are required to conduct a thorough retailer assessment, emphasising the key areas of improvement. Throughout retailer visits, lead discussions regarding retailer performance, placing special emphasis on areas of underperformance.
• Participate in weekly virtual meetings with the Service Development team. These sessions serve as a platform for Service Retention Consultants to address any issues raised by the network during the week, while also allowing the Service Development team to provide pertinent updates to the team.

This job is envisaged as a hybrid role with regular in-office (Farnborough) & retailer on-site work.
 

What we are looking for: 

• 4+ years of experience in business development desired in the following areas: Automotive industry, B2B sales, Project management & coordination (preferably within Automotive)
• Bachelor degree in business or related preferred
• English (native level C2)
• Valid UK driving license

Janina Endl