customer relations Warrington, North West England, England
Job description
Role: Brand Experience Manager
Location: Warrington, WA2 8JH
Contract Type: 40 hours per week. Working any 5 out of 7 on a rota basis which will consist of days, evenings and weekends.
Salary: On Target Earnings £43,000
(£35,000 per year + bonus + £450 per month car allowance + private medical insurance)
CarShop (part of the Sytner group) is the UK’s largest car supermarket.
What you will be doing as Brand Experience Manager
To support the store retail and service operation to generate the highest levels of customer experience in response to customer feedback. To share both positive and negative customer and observational feedback to both colleagues and managers to ensure visibility and improvement over issues and recognition and sharing of best practice.
What does the job involve?
- To train, coach and develop their direct report and store colleagues to deliver a consistent high quality of service for every customer in their respective teams.
- To hold store colleagues to account for their delivery of customer service.
- To personally demonstrate the highest levels of customer focus and understanding to set the standard for the store teams and lead a customer orientated culture.
- To work with all stores teams to ensure excellent communication to manage customer flow, minimise wait times and ensure operational process changes are well implemented to the benefit of the customer.
- To act as the store representative to protect and promote the brand and the store’s reputation particularly on social media review sites.
- To highlight and escalate any risks to brand through customer contact/feedback to either Head of Business or Head of Customer.
- To manage the Customer Experience Manager to ensure the Vehicle Collections team deliver high quality vehicle handover experiences for all customers, including all administrative and vehicle preparation activity.
- To manage Customer Experience Manager to manage the Customer Services team to handle all contacts with integrity, honesty and professionalism in all circumstances to ensure timely and satisfactory resolution for all issues.
- To act as the customer’s advocate within the store to ensure that all departments remain focused on the customer using customer feedback to drive constant improvement to customer KPIs and ensure targets are met.
- To complete monthly store ‘customer experience’ reviews and support the store management team to devise and implement action plans to improve customer metrics and experience.
- To maintain an excellent understanding of appropriate legislation and business function processes in relation to the selling of used vehicles and to share best practice across the Brand Experience Manager peer group.
- To attend appropriate training and launch activity for new process and initiatives where this will impact upon the customer.
- To become an expert in the gathering and interpretation of customer feedback through electronic and direct contact to identify trends and promote appropriate solutions.
- To provide weekly reporting and analysis of feedback and customer metrics to identify trends and issues.
- To work as part of the Brand Experience Manager peer group and with the Head of Customer to shape the customer experience to the customer and company’s benefit to ensure high levels of customer satisfaction and retention.
- Responsibility to oversee the Customer Experience Manager’s management of the store Customer Experience P&L to budget, highlighting risk and looking to make the most effective and efficient use of company finances to ensure customer issues are resolved.
- Maintain a safe and healthy working environment, ensuring you and Colleagues comply with Health and Safety requirements.
What skills or experience do you need to join the team?
- A full valid UK driving licence is essential.
- Experience in managing or supervising a team.
- To be confident in managing complaints.
- Good communication skills.
- Be proficient in the use of Microsoft Office – all packages.
- An awareness in financial compliance would be beneficial.
- Previous experience in a fast paced, target driven environment.
- Previous retail experience desirable.
What we can offer you:
- A competitive salary and bonus structure
- A friendly, modern & diverse working environment
- Training and continued support
- Enhanced annual leave (33 days for fulltime colleagues)
- A wide range of corporate discounts
- Colleague assistance programme
We are committed to nurturing a culture where all of our colleagues feel included and valued at work. Our principles ensure that we are an equal opportunities employer valuing the empowerment of all people.
Benefits
Enhanced Holiday Entitlement
Colleague Discount on Cars
High Street Discounts
Discounted Gym Membership
Structured Career Path
Cycle to Work Scheme
Free Parking
