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For Companies At a Glance
- Tasks: Lead customer support programmes and enhance sales performance in a dynamic environment.
- Company: Join rpc, a forward-thinking consulting firm transforming customer experiences.
- Benefits: Enjoy flexible work options, mentoring, and a supportive culture.
- Why this job: Make a real impact in the automotive industry while developing your career.
- Qualifications: 6+ years in business development, preferably in automotive or customer support.
- Other info: Experience a vibrant culture with flat hierarchies and exciting company events.
The predicted salary is between 36000 - 60000 £ per year.
- International
- Permanent
- Full-time
Who we are
rpc – The Retail Performance Company is the consulting company for the entire path to a customer-oriented transformation: from strategy, customer experience design and data analytics to people empowerment and performance management. We have made it our mission to support our clients with holistic solutions from strategy to implementation from a single source. Our focus is on creating inspiring customer experiences for a sustainable and value-adding relationship between brands and end customers.
rpc was founded in 2013 as a joint venture between the BMW Group and H&Z Unternehmensberatung AG and is represented in ten countries with over 400 employees.
Your Tasks
What you will do:
- Contribute to the promotion of central Customer Support programmes & initiatives. The role will be responsible for the operational management of programmes including Accessories Sales Management, Service Retention Consultancy, & Physical, Digital & Lifestyle E-commerce, & report directly to the client key stakeholders. A strong aftersales background with knowledge of latest trends in the industry is heavily preferred.
- Lead & provide coaching for members of the team to ensure effective performance and target achievement at all levels. This will encompass from supporting new processes & adapting it to business priorities, to supporting specific teams within the programme to improve results.
- Regularly align with key Customer Support, Marketing & Sales & stakeholders within the client organisation on relevant performance metrics, related initiatives, & support topics. Excellent client relationship management skills are a must.
- Lead periodic review meetings with the team’s data reporting analyst on performance metrics and ways to improve business results. Ability to interpret dashboard data & KPI metrics is necessary to interpret monthly reports, as well as finding way to keep improving the performance dashboard.
- Identify novel opportunities to enhance sales & customer retention performance within the retailer network and through direct channels. Compile best practices related to key customer support topics & develop innovative business development initiatives. Take a lead role to advise the client team on performance strategy & potential process improvements.
- Provide dynamic project management & stakeholder alignment with relevant experience to contribute to on-going Customer Support department projects & developments. Coordinate & lead periodic programme meetings to monitor performance & action plans progress. Ability to communicate clearly and elevate when relevant is key.
Envisaged as a hybrid role with regular in-office (Farnborough).
Your Profile
What we are looking for:
- 6+ years of experience in business development desired in the following areas: automotive industry, customer support, Project management & coordination (preferably within automotive)
- Bachelor degree in business or related preferred
Consulting 2.0
A consulting environment that constantly reinvents itself: at rpc your project utilization is not bonus-relevant and we offer maximum flexibility, for example through sabbaticals, remote work and part-time work, to ideally complement your personal life situation. We ensure your satisfaction through mentoring, regular happiness checks and a qualified Feelgood Manager.
rpc Spirit
A corporate culture that is better than others – that\’s just the way it is! Our employees describe us as open, dynamic, friendly and appreciative. We have a strict \”no jerks\” policy. Decision-making processes are short and hierarchies are flat. The latter can best be experienced at one of our legendary company events.
Training & Perspectives
Prospects beyond the next career level: at rpc you have the opportunity to use your strengths according to your individual liking, take on responsibility quickly and actively shape the company. Our in-house rpc academy takes care of everything else.
Questions?
Then call or e-mail us:
career@rpc-partners.com
+49 (0) 89 2000 5080
We are looking forward to your application!
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Customer Support Programme Manager (m/f/d) employer: rpc - The Retail Performance Company
Contact Detail:
rpc - The Retail Performance Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Programme Manager (m/f/d)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at rpc or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching rpc's values and recent projects. Show us that you’re not just another candidate; demonstrate your passion for customer support and how you can contribute to our mission.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've tackled challenges in customer support or project management. We love hearing about real experiences that showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows us that you’re genuinely interested in the role. Plus, it keeps you on our radar!
We think you need these skills to ace Customer Support Programme Manager (m/f/d)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Programme Manager role. Highlight your relevant experience in business development and customer support, especially in the automotive industry, to show us you’re the perfect fit!
Showcase Your Achievements: Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you've improved performance metrics or led successful projects in your previous roles. Numbers speak louder than words!
Keep It Professional Yet Personal: While we love a professional tone, don’t be afraid to let your personality shine through. Share your passion for customer support and how you can contribute to creating inspiring customer experiences at rpc.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at rpc - The Retail Performance Company
✨Know Your Customer Support Inside Out
Make sure you brush up on the latest trends in customer support, especially within the automotive industry. Understand rpc's approach to customer experience and be ready to discuss how your background aligns with their mission of creating inspiring customer experiences.
✨Showcase Your Coaching Skills
Since the role involves leading and coaching team members, prepare examples of how you've successfully managed teams in the past. Think about specific situations where you helped improve performance or adapted processes to meet business priorities.
✨Master the Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer support and sales retention. Be prepared to discuss how you've used data to drive improvements in previous roles, and think about innovative ways to enhance performance metrics.
✨Engage with Stakeholders
Demonstrate your client relationship management skills by preparing to discuss how you've aligned with various stakeholders in past projects. Think of examples where you effectively communicated and collaborated to achieve common goals, as this will be crucial in the role.
