Customer Performance Manager
We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.
This is the job
The Customer Performance Manager is responsible for effectively managing the performance and engagement of the team of Performance Leaders and the Garage contractor network within a specified geographical area, ensuring the provision of exceptional service to customers whilst providing the right business outcomes.
This is a management role with a responsibility for a large area and a potentially large headcount, and third-party supplier network with the focus of maximising the customer service and achieving the right business outcomes for the area.
What will I be doing?
Target driven and commercially astute, you will manage the budget for your defined area and ensure targets, KPI’s and objectives are achieved and when shortfalls occur you will identify root cause and take relevant action, collaborating with stakeholders where required.
Leader of the pack! You will positively manage all resources within your geographical area, ensuring full compliance with UK and DVSA legislation. You will also be available as Duty Manager for the Road Operations team on a rotational basis.
The business is constantly evolving so you must be adaptable to change and able to communicate change in a positive manner to your teams and colleagues.
What do I need?
You will have excellent management skills with knowledge of employment legislation and the ability to manage performance, ideally within a unionised environment
We are looking for strong commercial acumen and the ability to influence, negotiate and present as well as achieve your objectives in a demanding operational environment.
You will ideally hold a professional competence qualification - Freight Certificate of Professional Competence (National / International CPC) or acquired rights.
We will consider all applications so don’t worry if you don’t currently hold the above qualifications, if you are successful we will support you to obtain these once you are on board.
The AA also supports continuous professional development and as such you will be given the opportunity to undertake learning programmes in-line with your role and responsibilities.
As Customer Performance Manager, you will enjoy managing the objectives of a workforce and supplier network as well as holding responsibility for commercial performance within your area. The successful person will manage many different tasks at once and will require an efficient and driven manager who can will add value to the area by identifying opportunities for improvement and development.
- Customer Service
- Management Skills
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