JLR North America · 1 month ago
Customer Service Market Manager - Market 70 (Texas)
United States
Full-time
Remote
Mid, Senior Level
$95K/yr - $119K/yr
5+ years expJLR North America is committed to fostering a diverse and inclusive culture, and they are seeking a Customer Service Market Manager to enhance customer satisfaction and retailer efficiency. The role involves leading initiatives to improve customer service performance and ensuring compliance with corporate standards within the retailer operations.
Automotive
No H1B
Responsibilities
Driving the Focus on Customer Satisfaction and Loyalty
Utilize available tools (e.g. the Service Experience Framework (SEF)) to deliver continuous improvements in customer satisfaction and loyalty, to achieve a best-in-class vehicle ownership experience
Lead, coach, and mentor the Retailer to create a Customer First culture that delivers an outstanding customer service experience to every customer, every time
Utilize the Retailer Balanced Scorecard, intelligence data and tools to plan, implement and proactively manage a customer satisfaction improvement strategy with the Retailer
Responsible and accountable for the Implementation and embedding of Customer Service Programs and Initiatives
Implementation and embedding of key JLR customer service focused, best practice programs and initiatives, supporting the Retailer to implement within acceptable timelines
Review key processes (e.g. diagnostic processes, repair orders, quality checks, concern reporting, Field Service Actions, Warranty processes) and identifies opportunities to improve compliance and efficiency
Manage Compliance to Franchise Standards within Customer Service
Responsible for Retailer adherence to Corporate Identity and Facility Standards
Ensure the Retailer remains fully compliant with JLR headcount and future capacity planning requirements
Coach and support the Retailer to develop the capability and performance of their customer service teams, ensuring that all staff complete their mandatory JLR training
Reviews Retailer Customer Service Standards Audit results and enforces corrective action, where required
Identify, request & gain support from the shared Customer Service Process Sr. Specialist where required to improve the Retailers processes and customer experience
The CSMM will provide the Customer Service Process Sr. Specialist with a detailed Problem Brief, describing in detail which area(s) a Retailer requires specialist support, the reasons why and which KPIs have informed this
Supports the CSPS throughout their period with Retailer and follows up on action plan following hand back to CSMM
Perform other duties as required
Qualification
Required
Bachelor's Degree or Equivalent Work Experience
5+ years Automotive Experience
Minimum of 3 years' experience in a customer service and/or sales support role
3+ years of direct retailer or customer contact is a strong plus
1-2 years Retailer or OEM aftersales management experience
1-2 years' experience leading and motivating teams
Results driven, demonstrates, tenacity, drive and perseverance, with the ability to deliver in a complex demanding environment
Able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style
A good communicator who can communicate complex ideas
An effective team player, actively leads, develops and supports team members
Strong computer skills with experience in Microsoft suite
Benefits
Global Bonus Program based on company performance
Generous time off policy
Job Assigned Vehicle
Generous health care and retirement plans
Maternity/Paternity Leave
Company
JLR North America
JLR is a business built around two great British car brands that are designed, engineered and manufactured in the United Kingdom.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Advanced Propulsion Centre UK
2023-07-09Grant
Leadership Team
Dave Chambers
Vice- President/CFO
Colleen Hogan
CPO Sr. Specialist at Jaguar Land Rover North America
Recent News
2025-11-19
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