Global Escalations & Controls Lead - Remote

Overview

The Global Escalations & Controls Lead will support the implementation and ongoing development of the Goodwill Programme across various international markets in the luxury automotive industry.

In Short

• Lead a project for the Goodwill Programme implementation.
• Oversee management of escalated customer service cases.
• Collaborate with regional teams for timely resolution of issues.
• Provide insights and reporting on escalation trends.
• Design metrics to measure programme success.
• Drive operational changes for global service capability.
• Engage with stakeholders for effective communication.
• Utilize data analysis for programme rollout.
• Work cross-functionally with internal teams.
• Support retailer network on valid escalations.

Requirements

• Deep knowledge of automotive retailer service processes.
• Experience in leading and implementing change.
• Strong data analysis skills.
• Excellent written and spoken communication skills.
• Strong stakeholder management abilities.
• Collaborative approach to achieving goals.
• Experience in delivering projects with various stakeholders is desirable.

Benefits

• Salary up to £50,000 per year.
• Company car or cash alternative.
• Mobile and laptop provided.
• Travel expenses covered.
• 25 days annual leave plus bank holidays.
• Company contributory pension plan.
• Cashback healthcare scheme.
• Life assurance.
• Car Salary Exchange Scheme.