Department Overview: 

Our After Sales organization strives to deliver the quintessential global Aston Martin customer experience through 6 strategic pillars: Perfect delivered quality, fixed-right, first time, every time, drive customer demand, high performance culture, clear policy & process, and data-led decision making.

Job Purpose: 

Our Client Support Manager is responsible for leading the HQ client services function and managing all day to day operational areas.

This role is critical in ensuring we consistently deliver an ultra-luxury experience placing the customer 1^st in everything we do and decisions we make.

The Client Support Manager leads the team to proactively assist customers in their complete ownership experience with a strong emphasis on resolving client issues quickly and effectively to improve brand experience, loyalty and retention whilst also mitigating AML exposure to financial exposure related to vehicle quality and customer experience related topics.

Key Duties and Responsibilities: 

• Lead the team, manage and support all aspects of the client services and customer experience journey promoting and identifying effective solutions in support of all aspects of dealer/customer cases and CX interventions promoting and providing an ultra-luxury experience and mitigating AML exposure to financial buybacks globally.
• Champion the customer and promote an ultra-luxury experience throughout the organization
• Manage all communications on client cases from CEO level to Regional and Internal teams.
• Manage a defined client support escalation process and use data and insight to proactively resolve current and potential client complaints.
• Lead and prepare reports for Executive level and communicate client services and CX activity, with a continuous 360 loop within the aftersales department and cross functionally through all key stakeholders in the organization.
• Maintain an up to date working knowledge of the company’s systems, products, components, manufacturing methods and techniques, essential for discussions with customers, associated companies, government authorities and the general public.
• Lead and manage team to effectively communicate professional support to the dealer network and Aston Martin customer base. Manage maintenance of global customer records through Salesforce in collaboration with the relevant data teams.
• Manage authority matrix for the defined CX support budget, Validate team member execution of goodwill spend vs budget.

Experience and Qualifications: 

Essential: 

• Ability to build strong relationships with stakeholders and an ability to simplify complex analysis to non-expert stakeholders
• Autonomous people leader with a strategic outlook, able to manage and motivate a diverse team
• Clear, concise communicator and presenter at senior executive level
• Preferred understanding of servicing and maintenance procedures
• Comprehensive IT skills: using mainly Microsoft applications and appropriate AM Systems.
• Previous automotive manufacturer OEM or regional experience
• A full and clean driving license is essential.
• Extensive knowledge of the Company’s products
• Excellent inter-personal skills with ability to influence others with no direct reporting structure.
• Be a friendly and enthusiastic self-starter.
• Able to demonstrate a strong and innovative business acumen.

Preferred: 

• Dealer / Retail network experience or automotive regional manager experience
• Working with business Composite data and an understanding of relevant financial information and reporting
• Experience in after sales products and services incl. extended warranties, maintenance programs & insurances
• Understanding of industry CX measurement tools
• Educated to Degree level

Skills and Behaviours: 

• Demonstrates behaviors of our core values: Unity, Trust, Openness, Ownership & Courage
• Leadership and management skills
• Organized, proactive & able to work with high levels of autonomy
• Data manipulation and presentation skills
• PC literate with experience in proprietary BI/ERP systems
• Excellent knowledge of Excel & PowerPoint
• Strong numeracy and analytical skills
• High attention to detail and accuracy
• Excellent interpersonal skills with the ability to manage complex business relationships
• An interest in luxury industry trends and the transformation of automotive

GRADE: SM

Belong at Aston Martin

We understand that the incredible beauty, craft, and art that defines an Aston Martin comes from the inclusion of our amazing people.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation, and beliefs.  We celebrate diversity and are seeking applicants who can bring something different. 

Please speak to us if there is anything you need to support making an application with us.

The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda Ltd