My role is a mix of service technical, customer / dealer / Importer support, warranty management, parts and accessory sales and marketing as well as supporting development of quality of the whole Customer Service function inside each of the Importer partners' organisation.The role involves "networking" with many internal stakeholder departments: Sales, Franchising, Marketing, Warranty, Customer Relationship Centre, Technical Support, Parts Logistics, Parts & Service Communications, Trade Finance, Parts pricing, Training. I am also closely in communication with the After Sales team in European Operations.Overseas travel to the importers represents is also required to ensure close working relationships are maintained.

Deliver Parts and Accessories revenue and profit budgets across the markets. Co-ordinate Parts and Accessory revenue and profit budget setting for responsible marketsWork with markets on actions focused on building profitable growth based on vehicle parc and network capacity. Work with Central team and markets on robust pricing actions to balance optimum long term profitable growth and customer satisfaction.Assist and monitor deployment of Service Core Process in dealer and Importer service business. Ensure these processes positively impact upon customer satisfaction, service efficiency and overall profitability in all applicable markets.Deploy Customer Loyalty programmes in key markets. Use customer data to drive brand desirability & retention, ensuring long term sustainability for the business.Continuously monitor Right First Time performance; review market plans, progress, and improvement actions with the market.Input into the product quality improvement process across the markets as the Voice Of Customer for the European Importer Region.Deploy customer retention/loyalty programmes through parts availability, menu pricing, Technical & Non Technical competency, RFT, CLP, courtesy car programmes, Roadside Assistance, CRC and Technical Hotlines. Develop the action plans across the markets and ensure robust roll out.Drive focus on accessory/personalisation programmes and deploy best practice to achieve 'Spend Per Unit' growth improvements.Develop plans, actions, and measurements that ensure all Customer Service standards are understood and are implemented.Ensure that the capability, capacity and quality of the After Sales teams in each market are in line with JLR standards and plans.Develop annual marketing and business plans for After Sales with each market.