Customer Retention Section Manager

Honda Motor Europe Ltd; Bracknell; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An exciting opportunity awaits within a forward-thinking company, seeking a Customer Retention Section Manager to lead innovative strategies for both automotive and motorcycle products. In this role, you will drive customer loyalty and retention across Europe, collaborating with local teams to implement effective programs. Your analytical skills will be crucial in measuring performance and identifying new opportunities. Join a diverse and inclusive workplace that values individual contributions and fosters a culture of belonging, where your impact can truly make a difference.

Qualifications

• Strong understanding of automotive aftermarket operations.
• Ability to analyze data to identify opportunities.

Responsibilities

• Lead growth of customer retention across Europe.
• Manage existing retention programs and identify new ones.

Skills

Customer Retention Strategy

Data Analysis

Stakeholder Collaboration

Presentation Skills

Supplier Management

MS Office (PowerPoint, Excel)

Customer First Mindset

Fluent in English

Education

Bachelor's Degree

Tools

MS Office

Job description

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday. However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

The Role

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

In this role, you will have the opportunity to make a meaningful impact to our customers lives, as well as contributing to the success. The role is challenging yet rewarding, requiring you to successfully strategise, develop and implement an effective and competitive customer proposition across the European region, to improve customer retention and loyalty in our Automobile and Motorcycle aftersales business.

To support you, you will have a direct report, as well as a wider European team to offer local expertise – who you will visit regularly, as part of Honda’s ‘Genba’ philosophy.

Main Responsibilities

• To lead the growth of Customer retention across the European region by:
• Defining an effective Aftersales customer proposition which will attract and retain existing and new customers.
• Manage existing retention programmes (e.g. Maintenance Plans, Extended Warranties)
• Identify and implement effective new retention programmes
• Ensure the widespread uptake of existing and new programmes across the region
• Measure the effectiveness and ROI of retention activity
• Work closely with local market teams to understand market needs, identify best practice and ensure a collaborative approach to development and implementation of retention programmes.
• Provide support to local markets to ensure regular customer communications are in place for maintenance and other reminders
• Manage retention product supplier. Ensure regular operational and governance meetings held. Manage tender process when necessary
• Demonstrate the ability to effectively manage direct reports, with clear personal development plans
• Ensure that all programmes are compliant with all European Legislation requirements including B.E.R and are compatible with Honda minimum network standards.
  

Qualifications, skills and experience: Required/Desirable

Required

• A good understanding of Car and/or Motorcycle aftermarket operations, and the opportunities and challenges ahead
• Ability to analyse data with a high attention to detail, to identify opportunities and measure performance
• Able to collaborate closely with various levels of stakeholder from around the Region/ Globe.
• Proven ability to identify, develop and successfully implement solutions from concept to launch
• Strong presentation and communication skills, and the ability to influence others.
• A “Customer First” thinker
• Excellent MS Office skills (particularly PowerPoint and Excel)
• Effective supplier management skills
• Ability to travel widely throughout European region.
• Fluent in English
  
  

Desirable

• A clear understanding of Honda’s operations and organisation in Europe
• Experience of managing Customer focussed programmes
• An understanding of the vehicle maintenance requirements.
• Capable of speaking European language (in addition to English)
  
  

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.