Are you a Customer Retention professional, with a good understanding of the Aftersales business and the ability to manage a suite of retention products?
Partnered up with Honda, they are looking for a Customer Retention Specialist to join the team, supporting our Customer Operations objective of being industry leading in customer experience, to maximise customer retention and loyalty.
Reporting to the Service Retention & Customer Programmes Section Manager, you would be responsible for the ongoing daily management of Honda customer retention programmes across Automobile, Motorcycle and Power Products, namely Service Plans, Extended Guarantees, Honda Accident Assistance, Honda Insurance and our Bodyshop Programme to increase both service and customer retention, satisfaction, and income.
This role involves continuously reviewing the retention product portfolio to deliver on customer and service retention objectives. The individual will be responsible for maximising performance of the programmes through the HME-UK field teams, and actively ensuring engagement and participation of the programmes across the retailer networks. The role holder will be required to set retention product retailer targets along with tracking of performance. Where gaps exist consider, propose, and implement countermeasures to deliver set targets and drive improved performance via the field teams.
Main Responsibilities:
- Branch lead for programme system management and reporting.
- Oversee daily operational management of the retention product suite across all product groups for the UK market.
- Create, develop and deliver monthly retention product performance reports.
- Set retention product retailer targets along with tracking of performance against target.
- Drive continuous improvement initiatives to achieve targets and enhance performance via the field teams.
- Ensure marketing assets for the retention product range are relevant to support promotion and sales performance.
- Regularly review existing programmes, using a "market in" approach to suggest and support evolution of the programme portfolio and consistently deliver industry leading customer propositions.
- Support the tender and contract process for all retention product business partners.
- Design and deliver workshops to develop retention product experts within our field teams.
- Maintain thorough appreciation of FCA regulations, IP and GDPR in the context of marketing, always supporting compliance.
Candidate requirement:
- Understanding of retail Aftersales operations and environment.
- Ability to make sound recommendations based on facts and market research.
- Advanced Excel skills.
- Confident analytical skills
£38,800 + 50/50 hybrid working + 35 hour week + private healthcare + car scheme for friends and family + 1pm finish on Fridays + so much more!
If this sounds like you, or someone you know then apply now!