CSMM - Western Region (Los Angelos Metro Area based)

Job Description

Customer Service Market Manager - Western Region (Los Angelos Metro Area based)


Live the Exceptional With Soul.  This is the singular purpose of Jaguar Land Rover. 


At the core of these experiences are the products themselves.  The Jaguar and Land Rover brands have undergone a dramatic transformation over the past years.

The Customer Service Market Manager (CSMM) works closely within the Retailer Customer Service Team to improve customer satisfaction and Retailer efficiency; throughout the Customer Service experience.


By fully embedding JLR policies, processes and systems into the Retailer operation, the CSMM will work closely with the Retailer's Management Team to improve Customer Service performance made possible by smooth, efficient, Retailer processes enabling a Customer optimized experience. The CSMM will support the Regional Performance Manager (RPM) to drive overall Retailer performance through the Retailer’s Head of Business.


What you will be doing: 

  • Responsible for Driving the Focus on Customer Satisfaction and Loyalty

    • Utilize available tools (e.g. the Service Experience Framework (SEF)) to deliver continuous improvements in customer satisfaction and loyalty, to achieve a best in class vehicle ownership experience

    • Leads, coaches, and mentors the Retailer to create a Customer First culture that delivers an outstanding customer service experience to every customer, every time

    • Utilize Retailer Balanced Scorecard, intelligence data and tools to plan, implement and proactively manage a customer satisfaction improvement strategy with the Retailer.

  • Responsible for Monitoring and Managing Retailer Customer Service & Parts Performance

    • Utilize the Retailer Balanced Scorecard as a basis for customer service and parts performance discussions with Retailer Customer Service departments

    • Analyze KPIs and performance data to identify opportunities to improve customer service and parts performance and profitability and agrees action plans (utilizing InSite) with the Retailer to deliver improvements

    • Coach and support the Retailer’s Management Team to help them achieve their business objectives

    • Support the RPM to agree JLR performance targets with the Retailer in line with JLR business plans and market potential

    • Responsible for driving the performance of Customer Service Departments, using KPIs to identify Customer Service process improvement opportunities including

      • Service Net Promoter Score (NPS)

      • Parts Revenue o “Service 6” performance

      • Open Repair Order Management o Warranty Performance

      • Learner Journey adherence for Customer Service personnel o Service Retention

    • Monitor and identify performance opportunities of the Retailer’s Workshop against targets, using a wide range of JLR reports and tools (e.g. Repair Standards, Red Flag, Right First Time (RFT), Diagnostics, Quality Checks, Vehicle off Road (VOR), LTS open cases, Campaign Management, Customer Relationship Centre (CRC) open cases, Goodwill processes & use, Buybacks)

    • Use identified process improvement opportunities to liaise with RPM in order to support driving of overall Retailer performance

    • Supports RPM in working with customer service teams to develop and implement a Medium Term Business Plan, to include retention growth, parts / accessories, customer satisfaction improvements and capacity planning, ensuring that the Retailers capacity to grow sustainably is in line with JLRs overall growth strategy

  • Responsible and accountable for the Implementation and embedding of Customer Service Programs and Initiatives

  • Responsible for the implementation and embedding of key JLR customer service focused, best practice programs and initiatives, supporting the Retailer to implement within acceptable timelines

  • Review key processes (e.g. diagnostic processes, repair orders, quality checks, concern reporting, Field Service Actions, Warranty processes) and identifies opportunities to improve compliance and efficiency

  • Drive capacity and capability of customer service through activities such as

    • Implementing parts pre-picking o Refining workshop loading o Technician efficiency and remuneration

    • Warranty policy / process o eVHC implementation o Monitoring Technician capability

  • Identify when Retailers require additional support to implement complex processes or systems, and with the agreement of the Customer Service Vice President, gains the support of the Customer Service Process Sr. Specialist to embed change within a Retailer’s process

  • Follow intervention from the Customer Service Process Sr. Specialist, the CSMM will then take responsibility for the maintenance of the new systems or processes within the Retailer

  • Responsible for cultural change:

    • Work with Retailers to embed customer first principles

    • Support creation of learning culture and learning organization

    • Drive new ways of working to demonstrate and coach Retailers to adapt and change to ever progressing environment

  • Responsible for Managing Compliance to Franchise Standards within Customer Service

    • Responsible for Retailer adherence to Corporate Identity and Facility Standards

    • Ensure the Retailer remains fully compliant with JLR headcount and future capacity planning requirements

    • Coach and supports the Retailer to develop the capability and performance of their customer service teams, ensuring that all staff complete their mandatory JLR training

    • Review Retailer Customer Service Standards Audit results and enforces corrective action, where required

  • Responsible for Identifying, requesting & gaining support from the shared Customer Service Process Sr. Specialist where required to improve the Retailers processes and customer experience

    • The CSMM will provide the Customer Service Process Sr. Specialist with a detailed Problem Brief, describing in detail which area(s) a Retailer requires specialist support, the reasons why and which KPIs have informed this

    • Support the CSPS throughout their period with Retailer and follows up on action plan following hand back to CSMM.


What you will need:


  • Bachelor’s Degree or Equivalent Work Experience

  • 5+ years Automotive Experience

  • Minimum of 3 years’ experience in a customer service and/or sales support role

  • 3+ years of direct retailer or customer contact is a strong plus

  • 1-2 years Retailer or OEM aftersales management experience

  • 1-2 years’ experience leading and motivating teams

  • Results driven, demonstrates, tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment

  • Able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style

  • A good communicator who can communicate complex ideas

  •  An effective team player, actively leads, develops and supports team members


Location: Los Angeles Metro area (Field role covering Las Angeles and Las Vegas)


So Why Us?

  • As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.

  • Be part of an international, inclusive, and open-minded company

  • You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.

  • Our employees receive a generous time off policy

  • Job Assigned Vehicle

  • Employees also receive generous health care and retirement plans

  • Paternity Leave

  • Adoption Assistance

  • And more!


Thank you for your interest in working for us, we love it here and think you will too!



Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Jaguar Land Rover North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.