Customer Support Programme Manager
- International
- Permanent
- Full-time
Who we are
rpc was founded in 2013 as a joint venture between the BMW Group and H&Z Unternehmensberatung AG and is represented in ten countries with over 400 employees.
Your Tasks
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).
Your Profile
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)
We Offer
Consulting 2.0
A consulting environment that constantly reinvents itself: at rpc your project utilization is not bonus-relevant and we offer maximum flexibility, for example through sabbaticals, remote work and part-time work, to ideally complement your personal life situation. We ensure your satisfaction through mentoring, regular happiness checks and a qualified Feelgood Manager.
rpc Spirit
A corporate culture that is better than others - that's just the way it is! Our employees describe us as open, dynamic, friendly and appreciative. We have a strict "no jerks" policy. Decision-making processes are short and hierarchies are flat. The latter can best be experienced at one of our legendary company events.
Training & Perspectives
Prospects beyond the next career level: at rpc you have the opportunity to use your strengths according to your individual liking, take on responsibility quickly and actively shape the company. Our in-house rpc academy takes care of everything else.
Questions?
Then call or e-mail us:
Alexandria Oguns
career@rpc-partners.com
+49 (0) 89 2000 5080