Client Experience Manager

Inchcape is the leading independent multi-brand global automotive distributor, with strong fundamentals and significant growth opportunities ahead. We are on an ambitious growth journey to deliver value to our employees, our partners, shareholders and in the communities where we operate. Inchcape Northern Europe is represented by Finland, Estonia, Latvia, Lithuania and Poland with retail and distribution operations covering luxury car brands.

We are looking for a new team member:

CLIENT EXPERIENCE MANAGER

As the Jaguar Land Rover Client Experience Manager (CEM), you will be the driving force behind our commitment to excellence. You will oversee the end-to-end client journey, ensuring a consistent, high end experience. Your role includes direct client interaction, resolving concerns promptly, and acting as a liaison between multiple collaborators to address any issues. Additionally, you will analyze client feedback, collaborate with cross-functional teams to implement improvements, and coach front-of-house staff to deliver exceptional service.

You’ll also play a role in supporting local marketing initiatives, managing CRM activities, and optimizing client data collection processes. Your leadership will foster a Client First Culture and ensure that every client interaction reflects the luxury nature of our Jaguar Land Rover brand.

Key Responsibilities:

Client Satisfaction & Feedback Management:

• Improve client satisfaction and address any dissatisfaction effectively.
• Monitor client reviews, surveys, and direct feedback to identify concerns and take prompt action.
• Engage with clients directly to address and resolve their concerns in a timely manner.

Client Journey Enhancement:

• Oversee and enhance the digital and physical client journey, ensuring a coherent and luxury-focused service at every touchpoint.
• Coordinate local marketing initiatives, events, digital channels, and media planning with the marketing team.
• Lead improvements in the overall client journey, fostering collaboration between sales and service departments.

Leadership & Coaching:

• Cultivate a Client First Culture within the retailer and ensure that all client care processes are properly implemented.
• Coach and develop front-of-house colleagues to consistently deliver the highest standards of  client service.
• Periodically review client satisfaction scores and work with sales and service teams to identify areas of improvement.

Key skills:

• Excellent problem-solving and conflict resolution skills.
• Strong decision-making and communication abilities.
• Empathetic and client-centric approach.
• Negotiation and leadership skills to drive team performance.

CEM works mainly at our retail store in Herttoniemi. When the tasks allow, some remote working days are also possible. The ideal applicant already has some work experience, for example 2-4 years in a similar role, but we are welcoming all kinds of backgrounds as long as driving client satisfaction is your key passion and skill. To succeed in this role, you would preferably have a suitable education in eg. client management, sales, hospitality, marketing or other relevant field.

Why Work With Us?
At Inchcape, you’ll be part of a passionate team working with some of the most prestigious automotive brands in the world. We offer a dynamic environment with opportunities for professional growth, as well as the chance to contribute to the future of luxury client experiences.

How to Apply:
If you’re excited about enhancing the luxury client journey and have a passion for the automotive industry, send your CV and cover letter via our recruitment system no later than 22.11. In your application letter, please describe your monthly salary request and your availability to begin working. The interviews may begin already during the application period.  As a suitable match is found, we will verify identity, verify the right to work and verify a driver’s license. Approved health check will be a requirement for the employment contract.

We are excited to hear from you!

If you have questions about the position please contact Kim Stenström, Head of Dealership, at kim.stenstrom@inchcape.fi.