Client Experience Fulfilment Lead

In a commercial role at JLR, you can reimagine the future of modern luxury. In teams focused on extraordinary customer experience, sustainability and forward-thinking. You'll work alongside strategically-minded problem-solvers supporting the transformation of our iconic house of brands - Range Rover, Defender, Discovery, and Jaguar - and our heritage-rich JLR Classic range. Becoming a proud creator of the exceptional starts here.

WHAT TO EXPECT

You'll have responsibility for both the day to day operation and longer term strategic transformation of the UK's Customer Experience products and operational aspects of the UK NSC's online sales activities.

Working across the UK NSC, Retailer Network and 3rd parties you'll drive the continuous improvement of the platform in terms of customer facing enhancements and features.

Additionally, you'll ensure that customers receive a premium end to end online sales experience when purchasing JLR products and services online ensuring that customers' online orders are managed effectively and efficiently by the Retail Network from placement through to handover.

Key Accountabilities and Responsibilities

• Ensure that developed pricing strategies are deployed consistently and accurately across the online sales platform


• Monitor used car part exchange valuations for analysis to support the competitiveness of the E-Commerce platform


• Act as the point of escalation for the Retail Network and support resolution of operational issues


• Support operational best practice in terms of online selling techniques and embed these with Retailers


• Liaise with 3rd party service providers to resolve operational issues


• Input to the prioritization of enhancements and change to JLR and 3rd party platforms based on business need


• Work with the wider Sales Team to provide feedback on consumer behavior and process improvement opportunities
  
  Experience of E-Commerce operations and Product Management/Ownership


• Good understanding of user experience and customer journeys


• Ability to explain detailed concepts in a simple way


• Knowledge of Agile frameworks and delivery methodologies


• The successful candidate will have enthusiasm, drive and exceptionally strong teamwork skills.
  
  Creating Modern Luxury requires a modern approach to work. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees more choice and flexibility around how, when and where they work. Some roles require more on-site work, but details of this can be discussed with the hiring manager during the interview stage.


We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs.

Applicants from all backgrounds are welcome. If you're unsure that you meet the full criteria of a role - but you're interested in where it could take you - we still encourage you to apply. We believe in people's ability to grow and develop within their role - it's what makes living the exceptional with soul possible.

JLR is committed to equal opportunity for all.