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Client Journey Manager

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Company:  BMW Group
Industry:  Automotive
Country:  United Kingdom
State/Province:  Any
City:  Goodwood
Post Date:  03/28/2024 10:26 AM
SPREAD ENTHUSIASM. SHAPE THE FUTURE.

At Rolls-Royce Motor Cars, everything starts with passion. It turns a profession into a vocation. It drives us to keep reinventing mobility and bring innovative ideas onto the roads. Enthusiasm for joint projects turns a team into a strong unit where every opinion is valued. It is only when expertise, highly professional processes and enjoyment of work unite that we can shape the future together.

Join the prestigious Rolls-Royce Motor Cars as a Client Journey Manager. In this pivotal role, you will oversee and optimise the journey across all stages, from awareness through to loyalty. This will be achieved through analysis, the identification of client needs and opportunities, and potential pain points, alongside colleagues from Sales, Product, Marketing, Ownership Services (After Sales), Regions, etc.

As the Client Journey Manager, you will be responsible for automating the synchronisation of Aftersales, Marketing, Product, and Sales data. By streamlining these processes, you will enhance the omni-channel experience for our valued clients. Additionally, you will play a crucial role in establishing a cross-functional team approach on a global level, spanning our five Regions.

This is an exceptional opportunity to make a significant impact on our organisation's growth and success. If you are a visionary leader with a passion for data-driven strategies and possess a strong track record in managing client journeys, we invite you to join our team. Together, we will shape the future of Rolls-Royce Motor Cars and deliver unparalleled experiences to our discerning clientele.

What awaits you?
  • Spearheading a network of key stakeholders from around the business to develop and share an understanding of client behaviour, preferences and needs at each stage of the journey.
  • Through analysis, create / optimise journey maps to identify opportunities for improvement, potential pain points and touchpoints for further engagement.
  • Lead cross-functional task forces to optimise identified and prioritised elements of the client journey, as well as implementing strategies to drive satisfaction, retention and loyalty.
  • Analyse data and metrics to track KPIs related to the journey, using insights to inform decision-making and prioritisation.
  • Stay abreast of relevant trends for new approaches and technologies.
  • Identify and track client experiences across online and offline channels, devices, and touchpoints.
  • Produce regular, insightful reports that enable business steering whilst identifying gaps or remove redundancies from the relevant client touchpoints / processes.


What should you bring along?
  • Demonstrable success in enhancing the client experience.
  • A passion for client-centricity that translates into commercial deliverables.
  • Cross-functional and multi-layered stakeholder management
  • Strong problem-solving skills with an emphasis on cross functional project management.
  • The correct blend of strong analytical ability, tracking performance, and reporting experience.
  • Excellent written and verbal communication skills for coordinating across teams.
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