Customer Retention Section Manager

Honda Motor Europe; Bracknell; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Retention Section Manager to enhance customer loyalty for its automotive and motorcycle products. This role offers the chance to lead customer retention initiatives across Europe, develop attractive aftersales propositions, and collaborate with local teams to ensure effective implementation. With a focus on data analysis and strong communication skills, you'll play a vital role in driving customer satisfaction and loyalty. Join a dynamic team that values diversity and inclusion, and make a meaningful impact on customer experiences while enjoying flexible working arrangements.

Qualifications

• Understanding of Car and/or Motorcycle aftermarket operations.
• Strong communication and influencing skills.
• Experience in developing and launching solutions.

Responsibilities

• Lead the growth of Customer retention across Europe.
• Manage existing retention programs and implement new initiatives.
• Collaborate with local market teams to understand needs.

Skills

Data analysis skills

Communication skills

Customer-focused mindset

Collaboration across regions

Proficiency in MS Office

Understanding of aftermarket operations

Experience managing customer-focused programs

Proficiency in an additional European language

Tools

MS Office (PowerPoint, Excel)

Job description

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At Honda, we embrace inclusion in our policies. While our contracts state that the hours are as required to fulfill the role with a minimum of 35 hours per week, we offer flexibility regarding your working hours. The regular office hours are 08:00 – 16:00, Monday to Thursday, with a half-hour lunch break, and 08:00 – 13:00 on Friday. We also offer flexible start times between 07:00 and 11:00, provided there is no business requirement.

Although there is no contractual right to work from home, you can request to work from home 2 days per week, subject to business needs.

The Role

As part of our European Network Operations Team, we have an exciting opportunity to lead our Customer Retention activities for both Automotive and Motorcycle products. This role is for Honda Motor Europe’s Customer Retention Section Manager.

You will have the chance to make a meaningful impact on our customers' lives and contribute to our success. The role involves developing and implementing effective customer propositions across Europe to enhance customer retention and loyalty in our Automobile and Motorcycle aftersales business.

You will have a direct report and a wider European team to support you, visiting local teams regularly as part of Honda’s ‘Genba’ philosophy.

Main Responsibilities:

1. Lead the growth of Customer retention across Europe by:

• Defining attractive and effective Aftersales customer propositions
• Managing existing retention programs (e.g., Maintenance Plans, Extended Warranties)
• Implementing new retention initiatives
• Ensuring widespread adoption of programs
• Measuring effectiveness and ROI of retention activities

Collaborate with local market teams to understand needs and share best practices.

Support local markets with customer communications for maintenance and reminders.

Manage retention product suppliers, conduct governance meetings, and oversee tenders.

Manage direct reports with clear development plans.

Ensure compliance with European legislation and Honda standards.

Qualifications, Skills, and Experience: Required/Desirable

Required

• Understanding of Car and/or Motorcycle aftermarket operations
• Data analysis skills with attention to detail
• Ability to collaborate across regions and stakeholders
• Experience in developing and launching solutions
• Strong communication and influencing skills
• Customer-focused mindset
• Proficiency in MS Office (PowerPoint, Excel)
• Willingness to travel across Europe
• Knowledge of Honda’s European operations
• Experience managing customer-focused programs
• Understanding vehicle maintenance requirements
• Proficiency in an additional European language

Honda is committed to equal opportunity and respects individual differences. We promote diversity and inclusion, fostering a culture of belonging aligned with Honda’s core values. We recruit, hire, train, and promote based on merit, regardless of race, gender, age, disability, or other protected characteristics.