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 450 Mitarbeiter*innen in zwölf Ländern vertreten.

We’re looking for a Programme Manager with strong automotive aftersales experience to lead the delivery of several key contracts and initiatives. The role involves:

• Tracking & contributing to increase of performance, generating insights, and working closely with various internal teams.
• A proven understanding of aftersales operations and emerging trends are essential to demonstrate value add to the clients and wider stakeholders.
• Manage & provide coaching/ mentoring for members of the team to ensure effective performance and target achievement at all levels. This will encompass supporting new processes & adapting to business priorities, supporting the improvement of results including training needs identification.
• Regularly align with key stakeholders within the client organisation on relevant performance metrics, related initiatives, & support topics.
• Excellent client relationship management skills are a must.
• Lead review meetings with the team’s data reporting analysts on performance metrics and ways to improve business results. Ability to interpret dashboard data & KPI metrics to interpret monthly reports, as well as find ways to keep improving the performance dashboard.
• Identify novel opportunities to enhance team output & customer retention performance within the scope of works. 
• Compile best practices related to key customer support topics & develop innovative business development initiatives. 
• Provide dynamic project management & stakeholder alignment for on-going projects & developments, including documentation and presentations.
• Coordinate & lead periodic programme meetings to monitor performance & action plans progress with internal teams as well as stakeholders. 
• Ability to communicate clearly and escalate effectively is key.
• Ensure rpc Senior Management are kept well informed of status quo as well as escalations and/ or successes.

Proven experience in business development within:

• Automotive industry
• Aftersales 
• Project Management 
• Consulting experience
• Strong communication skills
• Stakeholder management skills

Education

• Bachelor degree in business or related preferred

Language Skills & Licenses

• English (native level C2)
• Full UK Driving License

Alexandria Oguns