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Customer Retention Section Manager

Date: 09-May-2019

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Customer Retention Section Manager 
Department:UK - Customer & Aftersales (30000008) 
Job Location: Bracknell (UK-BRCK) 


Reporting to the Service Operations Department Manager the role is responsible for the management, development and delivery of market leading products and programmes that drive and deliver customer loyalty and retention for both Car and Motorcycle business areas in the UK marketplace.


The Service Operations Department is responsible for delivering the Honda (UK) Aftersales strategy by ensuring we sell more, to fewer customers, by increasing retention and upsell through the most efficient people, process and systems. This is whilst ensuring customer experience excellence and value for money for the Honda owner. The Customer Retention Section Manager is key to this.

Leadership and performance management of the team along with key stakeholder management is paramount to success.

Main Accountabilities:

  • Management, maintenance and development of current and future retention products and programmes to drive retention through value for money propositions.
  • To support brand loyalty by running and developing industry leading retention products.
  • Effective communication of the Aftersales proposition and programmes to the Car and Motorcycle field teams.
  • Operational management of the outsourced Retention Product Specialist team to drive performance versus performance KPIs.
  • Supplier relationship and contract management.
  • Through KPI Analysis identify, recommend and implement countermeasures where there are performance gaps.
  • Data and financial analysis to manage the retention product portfolio and fund.
  • Development and implementation of retention product marketing strategy.

Qualifications, Skills and Experience required:

  • Degree or equivalent qualification
  • Highly IT literate  - particularly in MS Excel and Powerpoint
  • High level of numeracy and an inquisitive, analytical nature
  • Strong written and verbal communication skills
  • Meticulous attention to detail, well organised with a structured approach to work
  • Excellent customer focus
  • Independent, strategic thinker

Personal Attributes Required:

  • High degree of Honda alignment through demonstration of Honda Philosophy
  • Motivating team leadership skills
  • Strong team ethos
  • Flexible and adaptable
  • High levels of initiative, drive and determination
  • Confident with good interpersonal skills
  • Ability to deliver high quality work under pressure
  • Desire to add value and make a difference

Honda Motor Europe is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.

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