Overview In this role you drive the improvement of retailer customer service processes by analyzing KPI data, conducting on-site reviews, and implementing action plans. You will partner across the retailer network and with UK colleagues to roll out service initiatives that raise satisfaction, loyalty, and revenue. Frequent domestic travel (up to 70%) supports your hands-on work with retailers and change initiatives. You help embed a customer-focused culture with measurable impact.
Compensation / Benefits- generous time off policy
- discounted Luxury Vehicle Car Program
- health care and retirement plans
- Quarterly Chair Massages
- Maternity/Paternity Leave
- Lunch provided
Responsibilities- Analyze KPIs and data to identify service improvement opportunities
- Conduct on-site retailer visits to validate findings and implement action plans
- Establish follow-up processes to ensure sustained improvements
- Document visits, findings, and plans in JLR systems for transparency
- Partner with retailer leadership to foster a customer-focused culture
- Identify and support customer experience processes to improve satisfaction and business results
- Lead and support rollout of key customer service initiatives across retailers
- Review Mechanical Goodwill requests with retailers and Customer Relations Center
- Coach retailer managers and apply root-cause problem solving to drive change
- Collaborate with regional field teams and act as brand ambassador for Jaguar and Land Rover
Key requirements- Bachelor's or AAS degree in Business or relevant discipline or equivalent experience
- Minimum 7 years in customer service and/or sales support; ideally 3 years with direct dealer contact
- Proven track record implementing customer service processes at retailer level
- Strong understanding of retail automotive service and parts operations; retail experience a plus
- Working knowledge of Retailer DMS systems and Microsoft Office
- Strong communication skills (written and verbal)
- Ability to work in a team and independently with initiative
- Excellent interpersonal and relationship skills including leadership and change management
- strong communication
- leadership and coaching
- interpersonal skills
- Microsoft Office
- Retailer DMS systems
- data analysis of KPIs
