CSMM East

POSITION:
Customer Service Market Manager – Canada, East

LOCATION:
Field Based Role, Ottowa area

RECRUITMENT RANGE: $91,000-$118,000 CAD

Live the Exceptional With Soul. This is the singular purpose of JLR.

At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code:
Customer Love;
Unity;
Integrity;
Growth;
Impact.

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Chief Operating Officer, this role partners with the JLR CA Customer Care and Retailer Customer Service Teams to drive parts revenue, elevate the customer experience and maximize retailer efficiency, throughout the Customer Service experience. By fully embedding JLR standards, policies, processes and systems into the retailer operations, this role will work closely with retailer leadership to deliver a seamless, optimized experience that accelerates vehicle turnaround times, improves customer satisfaction and loyalty.

This position will cover retailers in Eastern Canada, ranging from Ottawa to Newfoundland.

• Achieve all Customer Service & Parts Key Performance Indicators (KPIs) for assigned retailers and market.
• Drive customer satisfaction and loyalty through proactive engagement and process improvement.
• Ensure Electric Vehicle (EV) readiness and adoption of digital tools across retailers.
• Support revenue growth through service retention, parts and accessories, extended warranty programs and pre-paid maintenance programs.
• Embed JLR programs and compliance standards within retailer network.
• Improve speed of Vehicle Off Road (VOR) resolution.
• Promote a Modern Luxury culture and continuous learning environment.
• Ensure the consistent utilization of the Retailer Performance Tool Kit (RPTK) across assigned retailers.
• Ensure that retailer personnel records and mandatory training requirements are current, including technician development through the JLR Excellence Learner’s Journey.
• Responsible for Driving the Focus on Customer Satisfaction and Loyalty.
• Responsible for Monitoring and Managing Retailer Customer Service & Parts Performance.
• Implementation & Embedding of Customer Service Programs.
• Responsible for Managing Compliance to Franchise Standards within Customer Service.
• Responsible for Identifying, requesting & gaining support from the shared CSPS where required to improve the Retailers processes and customer experience.

• Must reside in Ottowa area.
• Relationship driven individual with strong stakeholder management and communication skills, able to challenge existing thinking in a positive way.
• Problem solver and results driven.
• Retailer or OEM aftersales experience.
• Strong analytical skillset.
• Process skills.
• Ability to travel on a monthly basis.
• Fluent in French is an asset.
• Proficiency with JLR systems, KPI tracking and root-cause analysis.

Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days).

Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave).

Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position”.

• As a people-first company, working…