Customer Retention Specialist

Date: 29 Jun 2024

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work.  The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday.  However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office.

 

 

Role:
Reporting to the Service Retention & Customer Programmes Section Manager this role is important in supporting our Customer Operations objective of being industry leading in customer experience, to maximise customer retention and loyalty. The role holder will champion a customer-first approach at Honda. The role holder is responsible for the ongoing daily management of Honda customer retention programmes across Automobile, Motorcycle and Power Products, namely Service Plans, Extended Guarantees, Honda Accident Assistance, Honda Insurance and our Bodyshop Programme to increase both service and customer retention, satisfaction, and income.  The role is a key contributor to the delivery of the Customer Operations business plan and associated KPIs.

 

Being an ambassador of the Honda Motor Europe UK (HME-UK) customer retention strategy is a key part of this role.  The role holder will work in close partnership with HME on advancing customer and service retention programme activity. The role requires an individual with a sound understanding of the Aftersales business and the ability to manage a suite of retention products. This involves continuously reviewing our retention product portfolio to deliver on customer and service retention objectives. 

 

The individual will be responsible for maximising performance of the programmes through the HME-UK field teams, and actively ensuring engagement and participation of the programmes across the retailer networks. 

 

The role holder will be required to set retention product retailer targets along with tracking of performance.  Where gaps exist consider, propose, and implement countermeasures to deliver set targets and drive improved performance via the field teams.

Main Responsibilities:

  • Work in partnership with Honda field teams to maximise retailer engagement in our programmes.
  • Branch lead for programme system management and reporting.
  • Oversee daily operational management of the retention product suite across all product groups for the UK market.
  • Support the development of existing and new products to meet customer and business requirements.
  • Manage of service levels and deliverables of external suppliers/programme providers.
  • Create, develop and deliver monthly retention product performance reports.
  • Develop and implement initiatives that drive service visits.
  • Set retention product retailer targets along with tracking of performance against target. 
  • Drive continuous improvement initiatives to achieve targets and enhance performance via the field teams.
  • Represent the branch at both internal and external programme stakeholder meetings.
  • Create and continuously improve of support materials for our retailers and field teams.
  • Ensure marketing assets for the retention product range are relevant to support promotion and sales performance.
  • Regularly review existing programmes, using a “market in” approach to suggest and support evolution of the programme portfolio and consistently deliver industry leading customer propositions.
  • Support the tender and contract process for all retention product business partners. 
  • In conjunction with finance, report on all product fund performance identifying any gaps or excess in fund provisions. 
  • Production of annual profit share payments in conjunction with respective business partners.
  • Design and deliver workshops to develop retention product experts within our field teams.
  • Maintain thorough appreciation of FCA regulations, IP and GDPR in the context of marketing, always supporting compliance.
  • Work collaboratively with Parts Business Development, Product Divisions  (communications and marketing) and the wider Customer Operation team.


Qualifications, skills and experience:
Required

  • Understanding of retail Aftersales operations and environment.
  • Creative and strategic thinker.
  • Ability to make sound recommendations based on facts and market research.
  • Ability to make things happen within defined time scales.
  • Driven team player with evidence that you can make things happen.
  • Self-motivated and confident personality with excellent communication skills at all levels.
  • Advanced Excel skills.
  • Confident analytical skills.


Desirable

  • Field team operational experience.
  • Experience in managing customer retention programmes.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.


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