Description:
City Manager- Dynamic, fast-paced business that is expanding their market share
- Take charge of day to day operations and customer visitation experience
- GBP 55k - GBP60k plus 25% bonus potential
The Opportunity We are looking for a strategic ‘doer’ with an analytical and customer centric edge. This person will need to understand deeply what it means to operate in the sector and develop a customer engagement model that challenges the status quo, creates memorable customer experience and service and ultimately place the business at the forefront of their category in the local market.
Reporting to the Regional Director and leading a team, you will be responsible for assisting with running the day to day operations. Supported by a team of Customer Specialists, you will manage the fleet, member journey and support all operations spanning on-boarding, deliveries and vehicle utilisation. More specifically, you'll be in the driving seat to:
- Support a team of Customer Specialists to manage the lifecycle of drivers including on-boarding, monthly car inspections and terminations.
- Ensure a high level of customer service is delivered throughout all interactions.
- Ensure that all vehicles are serviced at required intervals.
- Support Customer Specialists with escalations and member feedback.
- Provide reporting and visibility to the Regional Director, delivering your insights into key metrics, action items and strategic initiatives.
- Set new team members up for success through an immersive on-boarding experience.
- Ensure a high level of accurate and timely service is provided by the Customer Specialists,
- Act as a subject matter expert to the Customer Specialist team, guiding them on process, procedure and member related matters as well as ensuring they are across all product functions and features.
- Active involvement in events and community initiatives.
- Build and foster collaborative relationships internally as well as with external stakeholders such as service centres, dealers, smash repairers, cleaners etc.
- Fleet management and fleet utilisation.
Experience That Will Set You Up For Success
This role has a broad remit and will appeal to someone that wants to combine their customer service flair, their love for data, their passion to become a subject matter expert and understand product nuances intimately, and their meticulous attention to detail in managing logistics and operations in a fast-paced environment. Ideally, you bring:
- Prior experience in a team leadership position in a B2C environment.
- Expertise in logistics management.
- Project management skills.
- The ability to coach, guide and mentor teams, ensuring exceptional customer outcomes are provided.
- An ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures, or technologies.
- A working knowledge of the on-demand economy and specifically Uber will be highly advantageous.
- Expertise in needs based selling.
10 Apr 2024;
from:
uworkin.com