Service Retention Programme Consultant - based in the UK (South West area) in London

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.

Our Service Retention Consultants offer specialised expertise to assist retailers in expanding their active service customer base, thereby enhancing lead retention & revenue generation. In this role, you will identify opportunity for growth of the service business and increase customer retention using supporting systems and tools. This will be achieved through investigative analysis to identify opportunity potential, along with supporting the Retailers with maximisation of that opportunity through structured marketing and the development of processes.

The Service Retention Development Consultant will:

• Work with the rpc UK team to create and implement network wide long and short term strategies to improve aftersales retention.
• Lead regular in-person retailer Retention Reviews using supporting systems and information to identify opportunities for performance improvement including Retailer Health Checks, visit slide presentations, on-site product & sales training.
• Actively support retailers in optimising their processes, executing effective marketing activities, conducting KPI analysis, generating reports, and identifying opportunities for improvement.
• Define the scope for strategic opportunity and propose the set of action points to convert the available opportunity.
• Respond to retailers and or ‘client’s’ request for specialist Service Retention support and knowledge on an ‘ad-hoc’ or ongoing basis for specific Retailers where required.
• Understand data sets to support with creation of bespoke marketing campaigns for customer base.
• Support clients with the delivery of projects and initiatives devised to increase Customer Retention resulting in Labour and Parts sales growth through new and/or revised processes, new technology etc.
• Provide opportunities to collaborate service offerings throughout other channels within business.
• Develop a strong operational relationship with the Customer Retention Manager (or equivalent), MIS Champion, Service Manager and Head Of Business at all Retailers.
• Document the ‘output’ of all retailer visits through a documented Visit Report and Action Plan.
• Maintain communication with the Retailers between visits to offer guidance/support and to ensure that agreed actions etc. are ‘on-track’ for completion.
• Understand the Retailers partnership with customer and develop strategies to further expand on this.
• Before engaging in retailer visits, conduct a thorough retailer assessment, emphasising the key areas of improvement.
• Throughout retailer visits, lead discussions regarding retailer performance, placing special emphasis on areas of underperformance.
• Participate in weekly virtual meetings with the Service Development team.

Our ideal Service Retention Development Consultant will have a minimum of two years’ experience within automotive aftersales operations and have strong organisational, numerical and time management skills, along with:

• An understanding of Customer Retention principles and Aftersales Marketing concepts.
• Awareness of importance of Relationship Management.
• Ability to demonstrate self-driven campaigns/initiatives and innovative Best Practices to showcase ROI successes.
• Ability to interpret, analyse data and information from variable sources and make recommendations; including Reporting Dashboards, DMS reports, etc.
• Excellent verbal and written communication skills with exceptional attention to detail.
• Ability to inspire people to contribute to the success of a programme.
• Can demonstrate a high degree of being able to work on own initiative and motivation.
• Personal qualities of integrity, credibility, and a commitment to and passion for the brand.
• Flexibility to stay away from home for up to three days at a time.

Our work is customer-centric, interdisciplinary, and international. We wholeheartedly support our clients throughout all project phases, from strategy development to execution and steering. rpc is represented in twelve countries worldwide. Collaboration between our offices makes working at rpc an especially enriching intercultural experience.

25 days annual leave (plus...