Overview
MSX International is recruiting an automotive professional with experience of retailer service processes to roll out the Global Escalations & Controls Lead on a 3-month contract to support the Goodwill programme across international markets for our partner, a leader in the luxury automotive industry. The Global Escalations & Controls Lead will be part of the Global Customer Service team and will lead a project to implement and develop the Goodwill Programme. It requires a customer-centric mindset and a deep understanding of retailer service processes and escalation management, with the responsibility to drive the operational changes necessary to establish and embed a new global service capability, ensuring escalated cases are reviewed and resolved in alignment with the Goodwill programme. Working cross-functionally with regional teams and internal stakeholders, you will:
* Oversee the end-to-end management of escalated cases
* Collaborate closely with regional teams and internal stakeholders to ensure timely and effective resolution of escalated cases
* Provide actionable insights and reporting on escalation trends, root causes, and volumes
* Provide insights with regional teams to coach and support the retailer network on valid escalations
* Analyse various data sources required for the successful rollout of the programme
* Design a metrics suite to measure the successful integration of programmes at retailer level, including adherence to any process changes and overall improvement of retailer efficiency and customer satisfaction
This is a high-impact role that blends operational leadership with strategic influence, helping shape a consistent and effective global escalation process.
Whatfs in it for you?
When you join our team, you become part of the MSX International family. It7s more than a job – it7s the opportunity to build a career, make a difference, and be part of an exciting industry.
At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organisation who takes pride in our diverse workforce.
In Joining MSX, You Can Enjoy
* Up to £50,000 per year
* Company car or cash alternative
* Mobile and Laptop
* Travel expenses
* 25 days annual leave entitlement (plus bank holidays)
* Company contributory pension plan
* Cashback healthcare scheme
* Life Assurance
* Car Salary Exchange Scheme
* Exclusive discounts on everyday purchases
* Exclusive discounts on car purchases
Working pattern and location
* 40 Hours per week
* Fixed-term contract ending in January
* Monday-Friday
* Location: Remote
* Travel: occasional overnight stays for short periods and visits to the office when required by the business
Qualifications
This is an excellent opportunity for an individual who has a strong Aftersales background, with experience in leading and implementing change.
Our Ideal Candidate Will Have
* Deep knowledge of automotive retailer service processes
* Experience of leading and implementing change
* Experience in data analysis
* Strong communication skills both written and spoken
* Excellent stakeholder management skills with abilities to influence at all levels
* A collaborative approach to achievement
* An ability to understand the vision and how to deliver it
* Experience of delivering far reaching projects, with a variety of stakeholders is desirable but not essential
Additional Information
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Accounting/Auditing and Finance
Industries
* Information Services
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