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Fleet Customer Support Manager

2 months ago

Joint Base Lewis McChord, Washington, United States Stellantis Full time
About the Role

We are seeking a highly skilled and experienced Fleet Customer Support Manager to join our team at Stellantis. As a key member of our Special Vehicles team, you will be responsible for managing the national fleet customer relationships for a defined territory within the UK.

Key Responsibilities
  • Develop and maintain strong relationships with Emergency Service customers (Police, Ambulance, Fire), Royal Mail, and Key Converters to deliver excellent customer satisfaction, maximise sales, and profit opportunities.
  • Manage daily issues around vehicle off-road, working in conjunction with other departments to develop solutions and processes that create efficiency and customer satisfaction.
  • Build relationships and work closely with the Stellantis dealer network to ensure high service levels for these specialist customers.
  • Be technically competent to enable inspection and obtaining information on technical and quality-related issues, and work with Stellantis technical teams to promote or support an acceptable resolution.
Challenges and Opportunities

This is a new role that recognises the importance of delivering excellence to high-profile customers. You will work closely with the Stellantis Specialist Vehicle Operations team to achieve mutual success in both Sales and Aftersales.

The role requires tact and diplomacy, coupled with an intolerance of the status quo, and a zeal for customer delight. You will be the voice of a particularly important group of customers, influencing and commanding respect from a wide variety of colleagues in other departments.

Drivers of Success

It is vital to note the importance and highly visible nature of customers who take vehicles via Specialist Vehicles. You will be dynamic and well-organised, with the ability to manage your time effectively through structured customer visits.

You will possess excellent interpersonal skills, be customer-focused, and well-versed in building effective and mutually beneficial business relationships. You will also have a high level of technical knowledge of Stellantis product, including converted vehicles, to counsel and guide Specialist Fleet customers effectively.

Necessary Actions to Achieve Deliverables
  • Develop and evolve relationships with Specialist Fleet customers in your defined geographical area, to enable you to influence customers using knowledge and experience, and a sound fiscal and commercial understanding for the mutual benefit of Stellantis and the customer.
  • Develop effective working relationships with Stellantis parts, warranty, and technical contacts to protect Stellantis relationships with strategic customers.
  • Escalate and resolve aftersales issues facing Specialist Fleet Customers.
  • Initiate, facilitate, and build dealer aftersales relationships with Specialist Fleet customers, including their workshops, and facilitate better relationships between the customer workshops and the Stellantis dealer network.
  • 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 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.