Client Experience Regional Manager

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

Purpose of role:

The Client Experience Manager Field Force is responsible for conducting regular retailer visits and collaborate closely with retailer Customer Experience Managers to prepare and implement process improvements, ensuring a consistent, high-quality client experience across all retailer locations leading to higher customer loyalty, retention and business growth.

Job role and responsibilities:

• Collaborates closely with retailer Client Experience Managers (CEMs) and conducts regular retailer visits
• Leads continuous improvement efforts for Client Loyalty & Retention, analyzing and refining customer-facing processes, facilitating regular reviews with retailer teams, and ensuring the swift resolution of issues to enhance customer loyalty. Drives improvements in Net Promoter Score (NPS) through targeted initiatives, identifying areas of dissatisfaction, recognizing high-performing practices, and managing the use of the Loyalty Fund provided to retailers.
• Responsible for the development and implementation of the Client Experience strategy, analysing  and identifying customer needs and developing targeted solutions.
• Monitors and measures key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Reviews Customer Voice ratings to identify continuous improvement opportunities, conducts Root Cause Analysis with Retailer CEMs, and prepares action plans to improve processes for a better client experience.
• Collaborates with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
• Collaborates with Importer Training team to ensure all retailer staff are properly trained on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Be single point of contact for the Retailer CEMs to address Client dissatisfaction quickly.
• Directly Interacts with Clients where required to address and rectify their concerns or dissatisfaction with their experience.
• Manages the Assisted Vehicle Change (Buy Back) process with the retailers
• Responsible for goodwill budget and ensuring approval of goodwill where applicable
• Reviews and implements process improvement opportunities in the market, writing and executing proposals to drive mobilization of these improvements.