Job Description:
This role is a key commercial and strategic position within the business and reports directly to the Head of Fleet. The role will lead the VWFS team on international fleet tender responses, major key account proposals, and key strategic projects and as such requires a fleet & businesses segment background with proven experience.
This role will provide support, expertise and leadership for the whole fleet team and be a critical relationship builder across VWFS, Volkswagen Group and to external suppliers. This brings with it a significant level of visibility and responsibility.
This role will need to handle a wide range of customer, supplier and business demands concurrently. Significant resilience, experience, customer satisfaction orientation and customer centricity aptitude are essential. The primary deliverable will be excellent customer service with a strong emphasis on existing customers and portfolio growth.
Responsibilities:
- Responsible for Customer Experience Management and implementation
- Conducts in-depth analysis of customer need and expectations of customer groups
- Aligns with International Customer Service Management Team for implementations of
- International Customers in the market
- Steers and executes new customers implementations e.g., Master Agreements, IMA content and Service Manual
- Responsible for local implementation per client supports sales process…
- Running customer management and regular adjustment of profitability as well as negotiation of conditions / price parameters
- Main point of contact for customer fleet manager and VWFS fleet sales manager conducting customer requests during contract lifetime (vehicle single quotation, application process, orders, recalculations,…)
- Responsible for preparation and execution of Quotation Process
- Enables customers to use HQ provided Fleet Frontends (e.g., installing car park policies within Fleet owners Portal, enable customer using drivers apps, reportings …)
- Ensure fleet customer satisfaction through meeting customer’s needs, driving renewals.
- Take full ownership and use initiative striving to resolve customer queries and move the
business forward
- Support a right first time ethos to both existing and new customers, supporting audit
controls and quality outputs.
Principal Contacts / Working Relationships:
- Head of Fleet – deputisation where appropriate, support across business functions for fleet.
- VWFS sales fleet team - daily contact- supporting renewals / profitability / growth.
- Brands- frequent contact to clarify customers discount terms to support new orders
- Supporting departments such as Asset Risk, Credit, Finance, SMR, Brand & Marketing and
other supporting teams within the fleet department
Key Challenges:
- Bespoke customer requirements- in some instances need to deviate from process / normal guidelines, understanding the impact / implications for the business and communicating / seeking approval for same.
- Product knowledge- fast paced- frequent changes
- Broad range of complex queries / systems
Education, Training and Experience Required:
- Commercial & customer service/management experience on the Businesses segment (customer and business outcome examples)
- High level numeracy skills – required
- Strong relationship building skills – required
- Fleet/ SME/ Businesses segment Experience with commercial & customer service
management responsibility – 3 years minimum desired
- Degree Level Education – desired
- Very strong MS Office skills – Required (Excel / PowerPoint)
Terms & Conditions:
This is a full time permanent position. A competitive remuneration package commensurate with experience and qualification level will be offered to the successful candidate.
How to Apply:
Please apply by emailing a CV and a short cover letter to careersdublin@vwfs.com or apply online at
https://www.vwfs.ie/careers.html
