Aftersales Change Manager

Are you an automotive aftersales professional with experience in leading and implementing change? MSX International is looking for an automotive professional with experience of retailer service processes to recruit for a Change Manager role on a 3 month contract to support the roll out of an Aftersales system across various international markets of our partner, a leader in the luxury automotive industry.

The Role

As a Change Manager you will be part of the Global Customer Service team and will lead a project which supports the implementation and ongoing development of our partner’s Aftersales strategy. This role involves a customer-first approach and using your understanding of retailer service processes to create and execute a plan that consistently delivers on our partner’s brief. You will be responsible for the operational change required to deliver this new service capability, working cross-functionally to ensure not only system changes are embedded but also process, people and data changes are achieved.

As part of this role, the Aftersales Change Manager will:

• Collaborate with various Aftersales programme owners and local markets to create a roll out plan
• Analyse various data sources required for the successful roll out of the programme
• Initiate deployment of a Goodwill project within the network
• Successfully utilise change management methodologies to support the Retailer Network fully engage across the programmes
• Design a metrics suite to measure the successful integration of programmes at retailer level, to include adherence to any process changes and overall improvement of retailer efficiency and customer satisfaction
• Recognise blockers to participation, create viable business solutions to overcome these and onboard all current non-participants
• Ensure Retailer/Internal User access to various retailer portals via successful process deployment
• Designing and validating communications to adopt any additional functionality within the Retailer systems
• Fully prepare all markets for the launch of the customer centric Aftersales solutions
• Be responsible for ensuring the programmes are compliant with relevant regulations specifically GDPR

Qualifications

This is an excellent opportunity for an individual who has a strong Aftersales background, with experience in leading and implementing change. Our ideal candidate will have:

• Deep knowledge of automotive retailer service processes
• Experience of leading and implementing change
• Strong communication skills both written and spoken
• Excellent stakeholder management skills with abilities to influence at all levels
• A collaborative approach to achievement
• An ability to understand the vision and how to deliver it
• Experience of delivering far reaching projects, with a variety of stakeholders is desirable but not essential

What’s in it for you?

When you join our team, you become part of the MSX International family. It’s more than a job – it’s the opportunity to build a career, make a difference, and be part of an exciting industry. At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organisation who takes pride in our diverse workforce.

In joining MSX, you can enjoy:

• Up to £50,000 per year
• Company car or cash alternative
• Mobile and Laptop
• Travel expenses
• 25 days annual leave entitlement (plus bank holidays)
• Company contributory pension plan
• Cashback healthcare scheme
• Life Assurance
• Car Salary Exchange Scheme

Working pattern and location

40 Hours per week, 3 month fixed term contract, Monday-Friday, Location: Remote. Travel: there will be occasional overnight stays for short periods of time and visits to the office when required by the business.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.