Hotline: 678-408-1354

Client Services Manager – North America

When our founder Bruce McLaren passed away at the age of 32 he left behind a legacy that has shaped who we are today. We have an unrivalled heritage which has its roots in racing; but McLaren Automotive is now creating a story of its own and we want you to be a part of it.

As part of McLaren’s Track 22 plan, we are looking to invest £1 billion into Research and Development, leading to the launch of 15 all-new cars or derivatives during this period.

An excellent opportunity has arisen to play a pivotal role in the future of McLaren Aftersales during a period of rapid and exciting business growth. We are looking for a Client Services Manager to join our North American team to help support this exciting growth period.

Purpose of the role:
As Client Services Manager, you will be responsible for dealing directly with McLaren customers from the North American Region. You will play a pivotal role in understanding and addressing any issues they may have surrounding their ownership experience, while supporting in providing the wider business with insight into the root-cause of their contact.

You will be responsible for resolving customer issues as equitably as possible. You will be responsible for helping to mitigate further escalation of issues – this may include buybacks or trade-outs. You will also be responsible for representing McLaren at arbitration hearings and court proceedings on cases legal contact is received (i.e. Lemon Law).

Principal accountabilities:
Customer Experience – To ensure that the McLaren customer experience is the benchmark, even in the event of a complaint or expression of dissatisfaction

State Lemon Law Knowledge and legal expertise – Be the point of contact for all State Lemon Law cases, liaising with Retailers, Regional and Central colleagues as well as our appointed attorneys in the North America region. This can include representing McLaren at arbitration and court hearings.

Customer Communication – To ensure that complaints received are acknowledged within defined time-frame targets and that customers receive professional and regular communication throughout their case

Stakeholder Communication – Ensure that all relevant stakeholders are kept up to speed on case progress as appropriate

Budget Control – To propose and apply Client Services budget to assist in rapid case resolution, where appropriate, and within defined parameters

Case Management / Escalation – Ensure that actions agreed with Regional Colleagues and/or Retailers are delivered on time. If there is any significant cases ensure the central Client Services Manager is immediately informed

Customer Conscience – To consider where improvements need to be made within the wider business by considering things from a customer perspective

Knowledge, skills & experience:
Educated to Degree level or equivalent

Extensive customer relations / complaint handling experience

Automotive or UHNW customer handling experience

Expertise and experience handling State Lemon Law cases

Proven ability to act under pressure with calmness, clarity of thought and decisive authority

Excellent communication skills (written and verbal)

Ability to devise highly impactful customer solutions

Experience at arbitration and court hearings

Highly IT literate (Microsoft applications, SAP etc)

Personal attributes:
Thrives in a fast paced, challenging and dynamic environment

Ability to think strategically whilst ensuring day to day operation objectives are met

Proactive approach to influencing others

Passion for dealing with people

Exceptionally organized with high levels of self-motivation

Meticulous attention to detail even when under pressure

Dynamic, with the ability to respond to challenging situations in an innovative manner

We recognise that we can only achieve our vision with the dedication and collaboration of our world class employees. It is our aim to become the employer of choice within the global automotive industry.

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Eltas EnterPrises Inc.
3978 Windgrove Crossing
Suite 200A
Suwanee, Georgia
30024, USA
contact@eltasjobs.com

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