Customer Retention Specialist
Salary - £38,800
Location: Bracknell, UK (Hybrid)
About the role:
Reporting to the Service Retention & Customer Programmes Section Manager, this role supports Honda's goal of leading in customer experience and maximising retention and loyalty. The role champions a customer-first approach and manages Honda's retention programs for Automobiles, Motorcycles, and Power Products, including Service Plans, Extended Guarantees, Honda Accident Assistance, Honda Insurance, and the Bodyshop Programme, to boost satisfaction, retention, and revenue.
The role acts-as an ambassador for Honda Motor Europe UK's (HME-UK) customer retention strategy, collaborating with HME to enhance customer and service retention programs. It involves managing and continually reviewing the retention product portfolio to meet objectives. The role is also responsible for maximising program performance through HME-UK field teams and ensuring retailer network engagement. Additionally, it includes setting and tracking retailer targets for retention products and implementing countermeasures to address performance gaps.
Main Responsibilities:
- Collaborate with Honda field teams to maximise retailer engagement in our programs.
- Lead the branch in program 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 service levels and deliverables of external suppliers and program providers.
- Create, develop, and deliver monthly retention product performance reports.
- Develop and implement initiatives to drive service visits.
- Drive continuous improvement initiatives to achieve targets and enhance performance via the field teams.
- Regularly review existing programs, using a “market-in” approach to suggest and support the evolution of the program portfolio and deliver industry-leading customer propositions.
Qualifications, Skills, and Experience:
Required:
- Understanding of retail Aftersales operations and environment.
- Creative, adaptable, 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 offers a range of brilliant benefits, including a 1 pm finish on a Friday, On-site gym access, Private Healthcare, and flexible start and end times.
If you are interested in this position or know anyone who may be, please progress with an application by clicking "Apply Now" and one of the team will be in touch regarding next steps.