Customer Support Programme Manager

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: 

• Contribute to the promotion of central Customer Support programmes & initiatives. The role will be responsible for the operational management of programmes including Accessories Sales Management, Service Retention Consultancy, & Physical, Digital & Lifestyle E-commerce, & report directly to the client key stakeholders. A strong aftersales background with knowledge of latest trends in the industry is heavily preferred.
• Lead & provide coaching for members of the team to ensure effective performance and target achievement at all levels. This will encompass from supporting new processes & adapting it to business priorities, to supporting specific teams within the programme to improve results.
• Regularly align with key Customer Support, Marketing & Sales & stakeholders within the client organisation on relevant performance metrics, related initiatives, & support topics. Excellent client relationship management skills are a must.
• Lead periodic review meetings with the team’s data reporting analyst on performance metrics and ways to improve business results. Ability to interpret dashboard data & KPI metrics is necessary to interpret monthly reports, as well as finding way to keep improving the performance dashboard.
• Identify novel opportunities to enhance sales & customer retention performance within the retailer network and through direct channels. Compile best practices related to key customer support topics & develop innovative business development initiatives. Take a lead role to advise the client team on performance strategy & potential process improvements.
• Provide dynamic project management & stakeholder alignment with relevant experience to contribute to on-going Customer Support department projects & developments. Coordinate & lead periodic programme meetings to monitor performance & action plans progress. Ability to communicate clearly and escalate when relevant is key.

Envisaged as a hybrid role with regular in-office (Farnborough).
 

What we are looking for:

• 6+ years of experience in business development desired in the following areas: automotive industry, customer support, Project management & coordination (preferably within automotive)
• Bachelor degree in business or related preferred
• English (native level C2)

Alexandria Oguns