Customer Retention Coordinator

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 - 16:00 Monday to Thursday with a half hour lunch break & 08:00 - 13:00 on a Friday. However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office., Reporting to the Service Retention & Customer Programmes Section Manager, this role will support our Customer Operations objective of being industry leading in customer experience to maximise customer retention and loyalty. The role holder is champion for customer first at Honda and primarily responsible for coordinating service retention activities to support the delivery of our customer service and retention strategy across our retailer networks. The role holder will also be involved in activities to support wider aftersales objectives., Retention Products and Programmes

• Maintain and develop strong relationships with both internal and external key business stakeholders.


• Supporting the Retention Programmes Specialist to optimise customer retention process, programmes and initiatives such as service plans, extended guarantees, accident assistance, insurance and aftersales marketing.


• Key first line contact for all field team and network enquiries relating to our retention product portfolio.


• Ongoing evaluation of retention product and programme performance against target.


• Identify and promote best practice customer retention activity policy and procedures.


• Work collaboratively with HME and suppliers to create engaging marketing materials to support retention programme promotion and performance.


• Ensuring that stock levels of all retention related marketing assets are always available for retailers to download of purchase via our marketing portal.


• Market research and information gathering to support commercial decision making.


• Proactively identify any process gaps across the department and create relevant countermeasures to support operational efficiencies.


• Process incoming invoices, create purchase orders and administer dealer debits/credits to ensure our suppliers and dealers are paid within set timelines and Honda receives its income streams in line with budget at a department level.


• Provision of scheduled (weekly, monthly, quarterly) and ad hoc reporting requirements.


• First line contact for Honda Breakdown and Accident Repair Programme Partners.


• Administrative support for tender processes, including RFI, RFP and RFQ stage.


• Coordination and publication of department, field and retailer communications.


• Coordination and publication of Customer Operations management dashboard.


• Coordinate and support the department in the planning and launch of current and future major projects.
  
  Strong organisation and prioritisation skills are essential to this role along with the confident ability to work with data. The role holder will also be a key link between Head Office and our field teams so excellent communication skills are essential., Ability to work as part of a team and collaborate to achieve mutual objectives.


• High levels of attention to detail to ensure accurate information is shared with others.


• Excellent organisational skills with the ability to work under pressure on multiple tasks to achieve tight deadlines.


• Proficient user in Microsoft Office including Excel.


• Confident analytical skills to analyse and interpret data ensuring accuracy.


Desirable

• Confident using Microsoft Excel/Power BI.


• Familiarity of accounting software e.g. SAP, COUPA.
  
  Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.


At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.

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