Customer Programmes Specialist - Bracknell, United Kingdom - Honda

Honda

Verified Company

Bracknell, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Date:3 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 plays an important part in supporting our Customer Operations objective of being industry leading in customer experience to maximise customer retention and loyalty.

The role holder is champion for customer first at Honda.

This role is responsible for managing our external and internal customer programmes to support the delivery of an industry leading customer strategy.

Customers are defined as product end users, our retailer networks and internal stakeholders across all product groups.

This role is responsible for overseeing quality and continuous improvement through the department SOPs (standard operating procedures) and the management information (MI) reporting suite, both of which vital business tools to support department operational efficiency.

The role holder is responsible for the branch recall campaign strategy deployment and performance, Ensuring achievement of campaign performance.

Another key element of the role is the deployment of the aftersales and sales Honda Customer Satisfaction Index programmes for Car and Motorcycle, maximising engagement and participation of the programmes across the retailer networks.

A relentless focus on championing opportunities to consistently improve the quality of the Honda customer experience through review of customer stories, trending analysis and case studies which are measured through delivery of KPI targets which include overall satisfaction and retailer participation.

The role holder is also responsible for leading the communications strategy for the department to ensure all internal stakeholders and retailers receive up to date and relevant information to enhance our customer support service.

Main Responsibilities:

Key conduit between HME and HME-UK on all customer experience programme activity.
Working in partnership with the field teams to ensure maximum engagement and performance in the H-CSi programme across the retailer networks (Honda Customer Satisfaction Index Programme).
H-CSi programme system management and reporting.
Supporting the C-CSi initiative (Corporate Customer Satisfaction Index) driving Honda's UK position to Top
Continuously review and analyse the voice of the customer and present data to gain commitment where needed and implement measurable customer experience.
Design and deliver workshops (and other associated initiatives) to develop customer excellence experts within our field teams and retailers.
Full and thorough appreciation of FCA regulations, IP and GDPR in the context of customer satisfaction programmes and initiatives, always supporting compliance.
Management and promotion of the retailer network Yushu customer excellence recognition scheme.
Supporting the Customer Relations Section Manager with the Motor Ombudsman Manufacturer Star Award Initiative.
Responsible for delivery of the UK strategy for recall and product update campaigns and achievement of the required recall penetration levels. This is across all product groups.
Responsible for delivering the department management information reporting suite to provide data insight into all aspects of customer operations and lead the maintenance and continual updating of the reporting. This MI will support key decision making across all aspects of the department customer programmes, retention products, customer relations, technical and warranty.
Support the department Section Management with the quality strategy for Customer Operations.
Daytoday operational supervision of the activities of the Customer Programmes Coordinator and Recall Coordinator.
Delivery of new customer programme initiatives for the department through structured project plans, stakeholder engagement and team roll out plans.
Lead the communications strategy for Customer Operations through appropriate channels in the most engaging way.
Support the department Section Managers to ensure department processes and policies are sufficient and effective to support Governance requirements and suggest adjustments/countermeasures where needed. This is mainly through rev