Customer Insight Manager

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Location: Woking, GB

No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breathtaking performance road cars.

With innovation at the core of all we do, every challenge starts with the same question. How can we do it better? This restless spirit runs right through McLaren Automotive. And the search for perfection is evident in everything we do.

With this in mind, our Aftersales team are now looking for a driven, change orientated Customer Insight Manager based in Woking.

Purpose of the role:

As Customer Insight Manager, you will act as the conscience of our customers within the wider business. This newly created position is to manage Global customer feedback and satisfaction programmes ensuring that the whole organisation and our Retailers are focussed on the pursuit of long-term customer retention.

You will be a key part of driving organisational change through the power of customer insight, providing the business with vital information and recommendations that will see us develop the most compelling ownership experience possible.

Principal accountabilities:

  • Acts as the “Conscience of our customers” at McLaren Automotive by utilising customer insight to drive change and continuous improvement in terms of McLaren products, services and ownership experience.
  • Develops and manages global customer feedback and satisfaction channels to gather, interpret and share critical voice of the customer information to determine future business direction
  • Analyses data, identifies key opportunities for change and proposes action across all business areas which ensures McLaren is at the forefront of Customer Experience.
  • Consults and supports the Regional Sales and Aftersales Management teams and Retailers in interpreting customer satisfaction measurements and verbatim feedback, drawing accurate conclusions to drive sustainable change
  • Chairs the Customer Forum meeting ensuring any issues of concern are highlighted to McLaren’s Senior Management and ensures agreed actions are captured and followed up in a timely fashion
  • Ensures that key management reports are collated promptly and distributed to all stakeholders with recommendations for action proactively suggested
  • Utilises a variety of channels to fully appreciate and understand the Voice of the Customer
  • Research, propose and introduce an “on demand” reporting function for McLaren Automotive providing a response to a request for customer insight within an agreed SLA

Knowledge, skills & experience:

  • Proven experience in project management and influencing key stakeholders
  • Detailed knowledge of customer satisfaction programmes and different methods for measuring loyalty particularly Net Promoter Score (NPS)
  • Experience of driving organisational and cultural change in a dynamic, fast-paced business
  • Experience of managing milestones within a Project Management environment
  • High level of customer orientation
  • Understanding of the high net worth market and sensitivity to customer needs
  • Proactive mind-set that devises creative solutions to strategic and tactical business challenges

Personal attributes:

  • Professional, well presented and a credible ambassador of the McLaren brand values
  • Well organised, demonstrating a methodical approach and meticulous attention to detail
  • Able to work on multiple projects concurrently with numerous stakeholders
  • 'Team player’ willing to support others and adopt a flexible approach
  • Tenacious and determined to find solutions
  • Able to see a project through from concept to delivery
  • Maintains a consistent high level of work and output in a dynamic working environment

We recognise that we can only achieve our vision with the dedication and collaboration of our world class employees.  It is our aim to become the employer of choice within the global automotive industry.

At McLaren Automotive we are constantly looking to improve. To become the employer of choice we are always looking to develop our employee offerings. We currently offer a range of benefits to employees at all levels of the business including Private Healthcare, Contributory Pension Scheme, Life Assurance and Personal Lease Car Scheme. We also offer a range of discounts with our partner organisations.

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