Global Customer Relationship Manager

Job Description

Relationships mean everything to us, and this one is particularly special. Youll have an important part to play in automotive success that spans nearly 50 years. Unipart Logistics (UL) has secured a contract to run the new, custom-built Jaguar Land RoverGlobal Parts Logistics Centre at Appleby Magna in Leicestershire. The operation will be housed at Jaguar Land Rovers new Mercia Park campus, one of the largest UK warehouse developments for a single customer. With a multimillion-pound major facility investmentprogram already underway, we would like you to join us now to be part of the successful implementation of what is said to be the largest automotive logistics project in the UK.Here at Unipart we dont just have a way of working, we have The Unipart Way. It allows everyone in our team to pursue their own personal and professional goals to a world class level, through Uniparts From Gate to Great training and development program,and youll be supporting your team in their journey.As Global Customer Relationship Manager you will ensure that your team are the global centre of excellence for all customer relationship processes and systems. Youll ensure the Retailer Experience programme is at the heart of what we do and work with our customersto develop and deliver service, process and systems enhancements focused on improvements for the customer, JLR and Unipart.Global Customer Relationship Manager Responsibilities include:

• Manage the UK and Rest of World Customer support teams (UK Retailer facing, ROW and Global team support, claims, Parts Escalation and Retailer Experience teams) ensuring delivery of KPI and agreed SLAs
• Monitor resource against contact volumes ensuring the right headcount at the right time
• Be the key Customer interface with JLR for regular performance reviews to drive service and system enhancements
• Be the final escalation point for JLR and customers for any escalations ensuring root cause is addressed to prevent repeat issues
• Ensure the teams develop digital solutions to reduce inbound contacts and enable the customer team to support on the real issues
• Develop business proposals / solutions for customer elements for UL new business propositions
• Be the Customer lead on the Unipart Supply Chain Institute, galvanising group wide solutions and standardise the solutions that Unipart offers across our business
• Be the GDPR lead for the UK customer support team liaising with UL internal GDPR team to ensure compliance
• Be responsible for the development and maintenance of the global UL customer support hub ensuring that it is maintained and reviewed on a regular basis
• Attend performance reviews with operations and freight forwarders monitoring their performance, highlighting issues and working collaboratively to implement sustained improvements
• Manage any direct team issues such as absence, time keeping and performance through the appropriate policy and procedures and ensure that all information is recorded as required
• Develop the Unipart Way within the customer function and ensure the team are trained in the tools and techniques
• Contribute towards the overall teams Gate to Great objectives in the development of the team Comm cell, visual management, and customer engagement
• Ensure health and safety standards are achieved on an ongoing basis and actively promote individual responsibility for health and safety
• Create and maintain a positive team culture and spirit, encouraging involvement from all team members when sharing group, divisional and team information
• Manage team employee engagement programme and act as Project Lead for organisational capability projects linked to Customer Service

Global Customer Relationship Manager Requirements:Wed love you to have the following skills and experience, but please apply if you think youd be able to perform well in this role!

• An experienced Customer Relationship Manager within a senior customer service role
• Significant relevant leadership experience
• Experience within a warehousing and distribution industry - 3PL advantageous
• Project implementation and 1st Line Support experience
• Experience with SAP, computer literate with advanced Excel and data analysis skills
• Demonstrable knowledge of delivering against KPIsability to work to targets and timescalesstrong planning and organisational skills
• Excellent communication skills including effective listening and written skillsyou must have impact and be able to influence
• Analytical problem solver with attention to detail
• Adaptable and able to react quickly and effectively to changes and requests
• Full UK driving licence

Location: Appleby Magna (DE12 8AA)Contract Type: PermanentHours: Full Time, 40 per weekSalary: Up to £62,000 per annum plus car / car allowanceBenefits: 33 days holiday, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme.Closing date for applications: 21st March 2023You may have experience of the following: Global Customer Relationship Manager, Client Relations Executive, Relationship Manager, Client Relations Manager, Account Manager, Business Development, Client Relationship Manager, Customer Service Manager, CustomerRelationship Manager, etc.REF-203377