Retailer Quality Manager BOLOGNA

Retailer Quality Manager
Bologna
Emilia Romagna, BOLOGNA

Our JLR Technical Team Europe, that plays a key role in delivering Modern Luxury client experiences supporting the JLR Retailer Network to fix critical issues or performance gaps, is currently seeking a RETAILER QUALITY MANAGER (m/f/d) KEY RESPONSIBILITIES Being a JLR representative and champion for all service activities at JLR Retailers in his dedicated regional responsibility using, as support, the main JLR service processes guidelines, tools and data, such as: JLR Quality Check programme, JLR Customer Voice programme (to analyse and action on results), Fix it Right First-Time management (to analyse and action on results).

Working together with the local JLR Client Experience Team to continuously improve the retailers service performance and quality of execution on a long-term perspective delivering in a speed and agile manner through a mix of support and coaching for the Retailer Network.

Conducting visits at retailers either identified through KPI or suggested by the local Regional Ownership Experience Manager or Retailer Purchase or Service Experience Experts as retailers that require further intensive service process support (this includes validating issues, identifying root causes and Retailer's requirements to best define the actions needed to align selected KPIs to targets).

Monitoring, with the Regional Ownership Experience Manager, the Retailer's performance (considering the performance improvements/KPI/targets implemented) to verify if further support is required.

Giving product technical support for less complex/severe cases to quickly fix customer issues (in very rare cases).

Monitoring the Retailers' satisfaction (ReNPS).

Managing FRFT, Workshop Processes and Performance, Technical Dashboard KPI's (Field Service Actions, Quality Checks, etc. ).

Working to improve the Retailers' Technical Team (skills' development and capacity) WAYS OF WORKING Hybrid working (Office location: Rome or Bologna) Consulting and coaching approach: the agenda is flexible, tailored based on "Route Cause Analysis" and issues to be fixed at Retailer.

Focus on 10-20% bottom performing Retailers and conducting "Intensive Care" program to «Fix Retailer»; frequency of Retailer visits under "Intensive Care" program is 1-2 visits per month, standard length of the visit is 1-2 days with possible extension based on the scope.

"Intensive Care" program duration per retailer is 3 to maximum 6 months.

Visits to other Retailers, e. g.

to capture best practice could be once per quarter based on workload (ad hoc).

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE Technical background/study path.

Experience in the development of complex/critical Action Plan for Retailers' performance improvements.

Very good knowledge of the main automotive service processes.

Strong focus on new automotive technologies & features.

Knowledge of Modern Luxury principles / approach.

The following personal skills are strongly required to successfully operate in the team: A good communicator with the ability to present complex plans/projects.

An effective team player who supports team members and a full confident Business Partner for Retailers (showing consistency, synergy and best practices).

An individual with the ability to drive mindset, attitude and behavior changes toward Modern Luxury, engaging and motivating Retailers' Team.

A resilient, result oriented and enthusiastic person who responds constructively to new ideas/inputs and in a flexible way to new/changed processes and programs.

An individual with the ability to prioritize the workload and with good analytical skills.

If you would like to be considered for our vacancy, please send your application, via e-mail and in English to: ****** You can find our data privacy notice at: https://www.jaguar. it/privacy-policy/index. html https://www.landrover. it/privacy-policy/index. html SO WHY JOIN JAGUAR LAND ROVER?

Now is an exciting time to join Jaguar Land Rover.

Our new global strategy sees a sustainability-rich reimagination of modern luxury, unique customer experiences and positive societal impact.

Building on an unrivalled understanding of the future luxury needs of our customers, emotionally rich brand equity, a spirit of Britishness and unrivalled access to leading global players in technology and sustainability.

Our people are at the heart of our business, and we're committed to fostering a diverse, inclusive culture 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.

A professionally satisfying and exciting role isn't the only thing you'll find rewarding.

We'll look after you with a host of benefits designed to reward and recognise good work and we'll invest in your potential.

You will have the opportunity to work in a hybrid, smart and collaborative way being part of a european team.

For more information about Jaguar Land Rover take a look at www.jaguarlandrover.com/