About the role
Volkswagen Commercial Vehicles are recruiting for a Customer Journey Manager on a part time (23.5 hours), permanent basis. For this role, we require your working hours to cover the full 5 days of the week.
What you will be doing:
* Responsible and accountable for contributing to overall improvements in Customer Experience throughout the customer journey to support delivery of brand objectives for Loyalty, Retention and Customer Satisfaction.
* Be known as the customer expert, leveraging available insight and ensuring that a customer centric approach is taken in relevant decisions across the business.
* Providing direction and insight to brand Senior Management down, to implement the necessary customer focus and actions to achieve business objectives.
* Act as the brand point of contact for the Group CSC team in particular where brand actions are required as outputs or where new brand activities and initiatives are needed as inputs to the CSC.
* Direct engagement with key Fleet customers, senior Fleet leadership, and internal stakeholders to support delivery of the brand’s fleet aftersales ambitions across the network. Support to Customer Proposition & Ownership Manager with Fleet technical escalations and help define and deliver resolutions to maximise vehicle uptime.
Skills & experience you can bring to the role:
* Data insight and intelligence experience with high attention to detail and the ability to analyse and determine priorities from a mass of data.
* Customer centric thinking.
* Good negotiation and presentation skills and able to communicate at a senior management/board level.
* Flexible and can be adaptable to fast changing situations with good organisational skills to successfully manage multiple and varied projects.
* Has tenacity and determination to achieve results, despite set-backs.
* Able to manage diverse and significant budgets on a monthly basis.
What can we offer you?
Along with a competitive salary, car schemes (including cars for family members), discretionary bonus, enhanced pension contributions, private healthcare, 27 days holiday plus bank holidays, 4 x life assurance & health & wellbeing support, we also offer a wide range of flexible benefits to suit you and your lifestyle.
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