Customer Service Reporting Manager

Responsibilities

• Prepare and recommend current year and strategic parts and service trading plans.
• Manage Customer Service business planning process, performance analysis and measurement and decision-making, impacting on major business decisions in the short (12 months), medium (1-4 years) and long term (5 years+)
• Present to senior management in Customer Service and the wider business
• Challenge, develop, amend and improve current reporting suite
• Develop a trading review to provide insight into short and medium term parts trends
• Develop and manage parc reporting, market potential and volume-planning model
• Monitor and provide insight into market trends including electrification and its impact on the Aftersales business model
• Manage relationships with information suppliers, including, but not limited to;
  Qlik Sense, Marque Group Solutions, IHS Markit, Spindogs and GiPA
• Develop and manage data warehousing system Qlik Sense to provide sophisticated reporting and analysis of Aftersales performance and opportunity
• Develop and manage a market intelligence programme to continuously monitor market and
• industry activity, information and trends
• Provide Executive summaries (often in PowerPoint) for monthly Executive Board meeting, weekly Directors Report and on an ad hoc basis, often at short notice for high profile recipients (e.g. World and European head offices, UK President and Customer Service Director)
• Produce and manage annual target and bonus programmes for the retailer network
• Develop business cases to successfully argue for investment as and when required
• Develop, analyse and publish performance reports to retailers and field staff to monitor and
• drive business performance

• Proactive, takes ownership and leads the development of ideas and solutions
• Can-do, positive attitude
• Inquisitive, looking for a challenge and not afraid to question the status quo
• Graduate calibre with a numerical, marketing or business specialisation
• Highly numerate, with advanced Excel, Power BI, PowerPoint and analytical skills
• Strong project management skills at all levels from inception to completion
• 2 years+ experience in a pricing or a market analysis role in automotive or industrial
• products preferable
• Commercially aware, with budget management and an understanding of accounting
• Strong interpersonal skills, an able communicator and confident presenter to all levels of management, retailers, customers and partners
• Motivated, well organised, accurate and a good team player
• Works with accuracy and attention to detail to tight deadlines under pressure