Customer Support Programme Manager (m/f/d)

Retail Performance Company GmbH; Farnborough; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A consulting firm based in Farnborough is seeking an experienced professional for a hybrid role focused on business development and customer support. Candidates should have over 6 years of relevant experience, particularly in the automotive industry, and possess strong project management skills. This position involves managing client relations and improving performance metrics within the customer support framework.

Benefits

Flexibility for remote work and part-time options

Mentoring and happiness checks

Flat hierarchies and short decision-making processes

Qualifications

• 6+ years of experience in business development, preferably in automotive.
• Experience in project management and coordination.
• Strong background in customer support.

Responsibilities

• Manage central Customer Support programmes and report to key stakeholders.
• Coach team members to improve performance and meet targets.
• Align with stakeholders on performance metrics and initiatives.
• Interpret dashboard data and improve KPI metrics.
• Identify opportunities to enhance sales and customer retention.
• Coordinate periodic meetings to monitor performance.

Skills

Business development

Customer support

Project management

Client relationship management

Data analysis

Education

Bachelor degree in business or related field

Job description

• International
• Permanent
• Full-time

Who we are

rpc – The Retail Performance Company is the consulting company for the entire path to a customer-oriented transformation: from strategy, customer experience design and data analytics to people empowerment and performance management. We have made it our mission to support our clients with holistic solutions from strategy to implementation from a single source. Our focus is on creating inspiring customer experiences for a sustainable and value-adding relationship between brands and end customers.

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

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:

[e-mail]

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We are looking forward to your application!