Service Retention Programme Consultant - within South Area (broadly South-West England, & South Ireland)

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 450 Mitarbeiter*innen in zwölf Ländern vertreten.

Position description 

Envisaged as a field based role within South Area (broadly South-West England, & South Ireland)

Our Retention Consultants offer specialised expertise to assist retailers in expanding their active service customer base, thereby enhancing  lead retention & revenue generation.

In this role, you will identify opportunity for growth of the service business and increase customer retention using supporting systems and tools. This will be achieved through investigative analysis to identify opportunity potential, along with supporting the Retailers with maximisation of that opportunity through structured marketing and the development of processes.

The Retention Development Consultant will:

• Work with the rpc UK team to create and implement network wide long and short term strategies to improve aftersales retention.

• Lead regular in-person retailer Retention Reviews using supporting systems and information to identify opportunities for performance improvement including Retailer Health Checks, visit slide presentations, on-site product & sales training.
  • Actively support retailers in optimising their processes, executing effective marketing activities, conducting KPI analysis, generating reports, and identifying opportunities for improvement.
  • Define the scope for strategic opportunity and propose the set of action points to convert the available opportunity.
  • Respond to retailers and or ‘client’s’ request for specialist Retention support and knowledge on an ‘ad-hoc’ or ongoing basis for specific Retailers where required.
  • Understand data sets to support with creation of bespoke marketing campaigns for customer base.
  • Support clients with the delivery of projects and initiatives devised to increase Customer Retention resulting in Labour and Parts sales growth through new and/or revised processes, new technology etc.
  • Provide opportunities to collaborate service offerings throughout other channels within business.
  • Develop a strong operational relationship with the Customer Retention Manager (or equivalent), MIS Champion, Service Manager and Head Of Business at all Retailers.
  • Document the ‘output’ of all retailer visits through a Visit Report and Action Plan.
  • Maintain communication with the Retailers between visits to offer guidance/support and to ensure that agreed actions etc. are ‘on-track’ for completion.
  • Understand the Retailers partnership with customer and develop strategies to further expand on this.

• Before engaging in retailer visits, 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 Retention Consultants to address any issues raised by the network during the week, while also allowing the Development team to provide pertinent updates to the team.

Professional experience

• An understanding of Customer Retention principles and Aftersales Marketing concepts.
• Awareness of importance of Relationship Management.
• Ability to demonstrate self-driven campaigns/initiatives and innovative Best Practices to showcase ROI successes.
• Ability to interpret, analyse data and information from variable sources and make recommendations; including Reporting Dashboards, DMS reports, etc.
• Excellent verbal and written communication skills with exceptional attention to detail.
• Ability to inspire people to contribute to the success of a programme.
• Can demonstrate a high degree of being able to work on own initiative and motivation.
• Personal qualities of integrity, credibility, and a commitment to and passion for the brand.
• Flexibility to stay away from home for up to three days at a time.

Education

• Bachelor degree in business or related preferred

Language Skills & Licenses

• English (native level C2)
• Valid UK driving license

Alexandria Oguns