Fleet Customer Support Manager

Job Title: Fleet Customer Support Manager

Calex is a specialist training and consultancy organisation contracted to several market-leading automotive manufacturers. We have seen tremendous growth in our business in recent years and with that comes the opportunity to increase our workforce, so we are seeking to recruit a Fleet Customer Support Manager working within the Stellantis Brand.

Primary Purpose of Position

Responsibility for managing the Special Vehicles national fleet customer relationships for a defined territory within the UK, including:

• Maintaining all aftersales / technical aspects and develop relationships with Emergency Service customers (Police, Ambulance, Fire), Royal Mail, and Key Converters to deliver excellent customer satisfaction, maximise sales, and profit opportunities. This includes liaison with Police, Ambulance and Royal Mail in particular (who operate their own workshops), to ensure recalls and quality campaigns are completed.
• Managing daily issues around vehicle off road, whilst working in conjunction with other departments Parts), to develop solutions and processes that create efficiency and customer satisfaction.
• Building relationships and working closely with the Stellantis dealer network to ensure that services levels are high for these specialist customers.
• To be technically competent to enable inspection and obtaining information on technical and quality related issues (both for SVO customers and the wider fleet business), and work in conjunction with the Stellantis technical teams to either promote or support an acceptable resolution.

Challenges

This is a new role, which recognises the importance of delivering excellence to the most high-profile customers that Stellantis do business with. This reflects the company's desire for a Stellantis Fleet Aftersales and an aligning of support and provision of available support to be consistent in the delivery support. Therefore, tact and diplomacy, coupled with an intolerance of the status quo, and a zeal for customer delight, will be essential to success. This role will work closely with the Stellantis Specialist Vehicle Operations team to achieve mutual success in both Sales and Aftersales. As the voice of a particularly important group of customers, the incumbent must be able to influence and command respect from a wide variety of colleagues in other Departments, to bring coordination to what today is a disparate provision.

Drivers of Success

It is vital to note the importance and highly visible nature of customers who take vehicles via Specialist Vehicles (Emergency Services & Royal Mail in particular). These customers operate their own workshops, as well as using the Stellantis dealer networks, and therefore for these reasons it is critical that we support these customer groups in a unique and focused manner.

The individual will be dynamic and well organised with the ability to manage their time effectively through structured customer visits; they will possess excellent interpersonal skills. The individual should be customer focused and well versed in building effective and mutually beneficial business relationships, whilst influencing people at all levels of the organisation.

There is a need to understand the complexities and demands of the Special Vehicle National Fleet market to conduct their job role effectively.

They will have a high level of technical knowledge of Stellantis product, including converted vehicles, enabling them to counsel and guide the Specialist Fleet customer 's effectively.

In addition, the Special Vehicles FCSM needs to have a high level of commercial experience and awareness to fully understand the needs of Specialist Fleet Customers and thereby resolve aftersales challenges quickly and efficiently, protecting Stellantis revenue and profit streams.

The Special Vehicles FCSM has the autonomy to direct third party organisations (customer care / assistance provider) on the management resolution of customer matters to support the strategic Stellantis relationship of Specialist Fleet customers.

As well as resolutions of customer risk issues, the Special Vehicles FCSM is responsible for ensuring the root cause of such issues are identified and addressed to avoid further instances which may affect customers and thereby Stellantis business success.

The role is technical and commercial as well as strategic and developmental by nature, so knowledge of all appropriate Stellantis systems is a necessity.

Job Deliverables:

Provide an acceptable service level from the team in terms of response time, customer outcome and customer satisfaction, across a wide (and growing) range of Fleet customers.

Design and implement the routines, rhythms, and responsibilities, which will facilitate a structured, consistent, and robust customer management regardless of brand or geography.

Collaborate and consult with the Stellantis parts team to have robust processes to manage both back ordered parts, and proactively create solutions to minimise future issues (such as impressed stock). In addition, they need to work with parts colleagues to effectively communicate parts commercial offers, as well as explore growth opportunities with parts with the Specialist Customers.

In conjunction with the Stellantis SVO Aftersales & Training Manager, ensure that Specialist Customers have the right tooling and training to effectively work on our vehicles.

Produce technical bulletins on a regular basis (minimum of twice a year) to proactively provide information to the Specialist Customers. In addition, there is a requirement to provide quarterly technical meetings to emergency services.

Encourage and help facilitate relationships between customer workshops and their local Stellantis dealers.

Provide feedback actions to reduce fire-fighting mode, flag patterns of non-compliance, make strong and credible recommendations and feedback via designated reporting route.

Necessary actions to achieve deliverables:

The individual needs to develop and evolve relationships with Specialist Fleet customers in their defined geographical area, to enable them to influence customers using knowledge and experience using a sound fiscal and commercial understanding for the mutual benefit Stellantis and the customer.

Develop effective working relationship with Stellantis parts, warranty & technical contacts to protect Stellantis relationships with strategic customers.

The successful candidate will be a strong communicator, confident in delivering presentations to groups. They will also have a high level of computer literacy with experience of using Microsoft Office applications and possess strong numeracy and negotiation skills.

• Escalation and resolution of aftersales issues facing Specialist Fleet Customers.
• Autonomy to initiate, facilitate & build dealer aftersales relationships with Specialist Fleet customers including their workshops, as well as facilitating and encouraging better relationships between the customer workshops and the Stellantis dealer network.
• After the point-of-sale relationship management for Specialist Fleet customers – supporting Fleet Customer Care or equivalent.
• Work with the Stellantis Warranty department in the UK to ensure that recalls and quality campaigns are communicated and completed where customers have warranty approval to do so.
• Arrange and deliver technical meetings with Specialist Customer groups on a regular basis Police, Ambulance) to explore and further develop strong relationships, and create an initiative-taking approach and mindset to improvement of the customer experience.
• Work with, and advise, the Stellantis SVO Aftersales & Training Manager to enable them to develop and evolve all necessary technical training for Specialist Customers.

Knowledge, Skills and Desirables:

• Technical qualifications relating to vehicles is essential.
• Minimum 10 years' experience of Field Operations / Fleet customer care / Retailer management
• Strong communicator, excellent delegator, able to drive change through the team, resilient, able to work on multiple projects / issues simultaneously, ability to prioritise, strong influencing skills.
• Able to work with complex data, rapid decision making, dynamic leadership, agility, and customer focus.
• Full driving license is a requirement due to business travel.

Salary and Benefits

Up to £50,000 dependent on experience, Company Car, Mobile Phone, 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice).

This role is a home-based working model whereby colleagues will be working as part of a field team. Flexibility is expected and you will be required to visit various locations.

Working Hours 5pm Monday to Thursday, Friday – 4pm

General information

Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated references, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.

The successful candidate will be employed by Calex UK (

The successful candidate will be required to provide proof of the right to work in the UK.

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