Customer Retention Specialist.

Berkshire/ permanent / £38800 per Year


A global, market leading manufacturing company require an experienced Aftersales, Retention Specialist to join their progressive, successful team. The role requires advanced Excel, Stakeholder and 3rd party management, and the hunger to go above and beyond. Paying £38Kpa, hybrid working based in Bracknell.

Role:

Reporting to the Service Retention & Customer Programmes Section Manager this role is important in supporting our Customer Operations objective of being industry leading in customer experience, to maximise customer retention and loyalty.  The role holder is responsible for the ongoing daily management of customer retention programmes across Automobile, Motorcycle and Power Products, namely Service Plans, Extended Guarantees, Accident Assistance,  Insurance and our Bodyshop Programme to increase both service and customer retention, satisfaction, and income.  The role is a key contributor to the delivery of the Customer Operations business plan and associated KPIs.
 
The individual will be responsible for maximising performance of the programmes through the UK field teams, and actively ensuring engagement and participation of the programmes across the retailer networks. 
 
The role holder will be required to set retention product retailer targets along with tracking of performance.  Where gaps exist consider, propose, and implement countermeasures to deliver set targets and drive improved performance via the field teams.


Qualifications, skills and experience:
Required

  • Understanding of retail Aftersales operations and environment.
  • Creative and strategic thinker.
  • Ability to make sound recommendations based on facts and market research.
  • Ability to make things happen within defined time scales.
  • Driven team player with evidence that you can make things happen.
  • Self-motivated and confident personality with excellent communication skills at all levels.
  • Advanced Excel skills.
  • Confident analytical skills.

Desirable
  • Field team operational experience.
  • Experience in managing customer retention programmes.