Currently we are looking to fill the position of
Customer Service Excellence Coach
Field Based in Ireland
Main purpose of the role
The main purpose of the Customer Service Excellence Coach is to develop a sustainable Customer First culture within Jaguar Land Rover retailers and to develop the Dealer Principal's ability to lead, inspire and coach their teams to deliver positive experiences to customers.
Analyse retailer customer satisfaction, business performance, processes and employees with the objective of identifying strengths and opportunities to improve.
Utilise MSXi methodology and practitioner guidelines to deliver a high-quality, branded service.
In conjunction with retailer leadership and employees, develop and agree an action plan to manage the areas for improvement.
Facilitate the implementation of the action plan and the development of a continuous improvement mind-set within the retailer team with the main objective of improving customer satisfaction.
Follow-up on the agreed actions and measure results in terms of customer satisfaction.
Coach retailer personnel on how to improve customer handling processes.
Develop retailer personnel leadership, team-building and problem solving skills.
Any other tasks required to support the business from the operational perspective.
Bachelor's degree or equivalent work experience
Previous experience in retailer coaching and/or after sales process improvement with the objective of improving customer satisfaction in the automotive industry is essential.
Experience with premium automotive brands is preferred.
An industry-recognised coaching certification is an advantage.
Proficiency in all MS Office tools is required.
Working knowledge Tableau or similar.
Comfortable with a fast pace of change, while ensuring continuity of current activities.
Ability to perform formal analysis and provide written interpretations of findings.
Excellent verbal and written communication skills with exceptional attention to detail
Ability to direct a team through strong influencing skills.
A flexible, structured and logical approach; able to handle multiple tasks, think and plan ahead and include contingencies.
Excellent problem solving skills coupled with the ability to understand complex information and assess requirements.
Ability to work independently with multi-disciplinary and multi-cultural teams.
Excellent communicator with people motivation skills.
A willingness to travel to retailers in Ireland is essential.
Current driving licence is essential due to nature of work.
MSXI Project Leader
Full time and prepared to work overtime when needed
What we offer
Competitive salary (€46-52K per annum, dependent on experience)
Other company benefits:
25 days annual leave (pro rata)
20 days full pay sick days (after three months service)
Company contributory pension plan
Company contribution cash-back health care scheme