Automotive Services Proposition Manager

Job Description

RAC has a fantastic new opportunity for an experienced Propositions Manager working alongside our account teams looking at the overall development of the Business Roadside Automotive Services propositions. We define Automotive Services as everything we do beyond roadside assistance, such as but not limited to, contact centres,Inspections & recalls, and Commercial Training.This role requires a forward thinker, with proven experience in developing and bringing to market new products as well as enhancing existing capabilities and operations, which will be used to add value to both RAC and our customers. You will be requiredto lead and/or support in the development and delivery of innovative strategies and propositions, to ensure we remain at the forefront of Automotive Services thinking for our customers.Through researching opportunities, you will be able to develop our Automotive Services roadmap, target customers, and deliver new and enhanced products to market. You will work with internal and external contacts to ensure that all B2B and B2B2C customersare delighted with our performance, and we remain their first-choice provider.This role is hybrid working hours based from one of our iconic buildings in either Bescot, Bradley Stoke or StretfordKey skills and responsibilities:

• Ownership of the proposition design, business case & operational fulfilment of all Automotive Services
• Co-ordinate the operationalisation of propositions, including any system integration
• Maintain market understanding of customers, competitors, tech & sector to understand trends, developments, opportunities & threats
• Supporting bids and pitches
• Outward facing to partners and prospects alongside the account teams & provide relevant collateral
• Operational relations for product development
• Define our USP for our Automotive Services propositions
• How can our propositions aid customers facing into high inflation, cost living challenges, high interest rates, low exchanged rates
• Ownership of the governance & delivery, with clear reporting against milestones, actions & deliverables (proposition, operational & financial)
• Ensure that we have, and continue to develop, effective and successful communication channels to interact with key Automotive Services stakeholders across RAC. Technical, consumer propositions etc
• Lead DRs (if appropriate) to ensure all people and service KPIs are achieved in line with expectations and continuously improve practices and ways of working to drive and champion efficiencies and knowledge
• Ensure full oversight of costs and performance to meet financial requirements
• Facilitate any site visits and/or attend customer meetings and off-site events, ensuring any actions taken are completed within agreed timescales
• Initiate, develop, and implement changes to improve all aspects of the Automotive Services experience with RAC - contact handling experience, knowledge base, customer management processes and overall service delivery to drive experience
• Build strong relations with all external and internal contacts to ensure delivery of quality customer service
• Support & input into the delivery of customer reporting decks to ensure customer account reviews are consistent and qualitative
• This role will be responsible for supporting, as well as leading on, the successful development and execution of initiatives that provide ongoing Automotive Services initiatives and capability
• Develop and maintain a customer Automotive Services knowledge base for RAC
• Become the face of RAC where applicable in relation to Automotive Services by supporting media updates and interactions
• Liaise with all B2B partners on Automotive Services developments and bring customer facing detail into the knowledge within the team

QualificationsTo be successful in this role you will have excellent knowledge about the Automotive Services products, market, and direction with a proven track record of project delivery and delivering service initiatives.We will require evidence of proactively leading change as well as the successful execution of business planning and delivery. You will be forward thinking with a clear vision for the future development and iteration of all things Automotive Services.Excellent stakeholder management is essential as you will be communicating up to Exec levelIn return, we offerAt the RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, theres also an annual bonus scheme in place. Plus, youll have all these extra benefits

• FREE RAC Breakdown cover from day one
• Car salary sacrifice scheme - including offers on electric vehicles
• Hybrid working
• Group Life Assurance of up to 4 x salary

Health and wellbeing benefits - including healthcare cash plan and private medical insurance and a number of lifestyle discounted benefits

Keyskills :
B2BPropositionB2B2C