Digital Team Manager

MSXI recruitment
29000.00 GBP Annual + + company benefits
02 Aug 2017
23 Aug 2017
Job Type
Contract Type
MSX International is the leading global provider of outsourced business solutions for the automotive industry. We have the hands-on experience of automotive best practices, the state-of-the-art technology and the in-depth information to boost company efficiency and profitability.

Currently we are looking to fill the position of

Marketing & Digital Team Manager

Based in Midlands: Coventry, CV3 4LF

Main purpose of the role:

The UK Customer Relationship Centre is a part of the UK NSC Customer Service function. This function is the owner of the operational relationship with the UK Retailer Network on all matters relating to Customer Satisfaction and Aftersales Revenue & Profitability. The function is a dual brand role and it's core responsibility is to deliver an Industry Leading Ownership Experience that supports the long term sustainable business growth of both the Jaguar & Land Rover Brands.

To Provide high quality service to Jaguar Land Rover customers and exemplary support to the Retailer network upon their each and every contact with us. You will be working alongside a large team to deliver the overall JLR UK CRC Objective which is 'To provide a proactive, 'best in class' service to customers throughout their entire lifecycle with Jaguar and / or Land Rover'. You will be leading a team of Case Managers, on a day to day basis, setting example in everything you do - being proactive, positive, demonstrating Customer First behaviours, communicating openly with your colleagues, and demonstrating initiative by implementing long term and/or short term action plans to resolve any issues that you are presented with. The team will have responsibility for all digital communications received within the UK Customer Relationship Centre.

Candidate Responsibilities

- Be a strong leader that empowers your team to make decisions within the Customer Relationship Centre framework
- Work closely with your Team Manager colleagues, and your Operations Manager, communicating openly to ensure consistency is achieved across the department
- Work in partnership with the UK Marketing/Digital Agencies to ensure seamless integration when responding to customer concerns on the Social Media platforms; Facebook and Twitter
- Meet department KPIs and Objectives - in the event of non-performance for your team in any area, a robust action plan to be proactively implemented and present to your Operations Manager
- Be an expert in case management and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution
- Where required, quickly implement the required escalation processes and ensure they are adhered to on each occasion - Retailer, Goodwill, Customer Relations Escalation
- Deliver coaching to your Case Managers and implement Performance Development Plans, as appropriate
- Ensure all contacts are captured in the CRC Case Management Systems to enable the Customer Relationship Centre to be a valuable data source to the wider business
- Identify performance opportunities with your Case Managers and ensure that development plans are put in place to assist in progressing their career with the business
- Conduct 1-1's and Team Meetings on a monthly basis
- Ensure that knowledge is proactively shared across the department, and the Customer Relationship Centre
- Drive high product knowledge within the department and ensure knowledge courses are undertaken on a monthly basis within your team
- Act as a role model for JLR Values, Customer First Behaviours and concern resolution
- Promote positive relationships between customers and Retailers to ensure our integration with the Retailer network is seamless

- Provide support to the Retailer network to assist them in achieving a 'best in class' service, driving

Candidate Specification

- 3+ years customer service experience
- 2+ years coaching / performance development experience
- 2+ years leadership / management experience
- 1+ years experience of Social Media platforms
- Results oriented with a determination to make things happen.
- A highly motivated, energetic and inspirational team player
- Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure.
- Clear demonstration of a Customer First mind-set in everything that you do
- Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication skills.
- Process orientated with great attention to detail
- Ability to identify opportunities for improvements and implement change
- Excellent time management skills, able to work to deadlines on multiple tasks and deliver results to agreed schedules
- Ability to understand, interpret and action improvements
- Strong decision making and problem solving skills

- Ability to make quick and competent decisions

Reporting to

- Digital Operations Manager

Working hours

- Full time (40 hours per week)

What we offer

- Competitive salary (GBP29,000 annual)
- Other company benefits: - o 25 days annual leave (pro rata)
- o Company contributory pension plan
- o Cash back health care scheme (benefit value approx. GBP675)
- o Life assurance
- o Permanent Health Insurance
- o 20 days full pay sick days (after three months service)
- o Salary exchange childcare vouchers
- o Car salary exchange scheme


Email your CV to Emily Stevenson on *********************