Regional Client Services Case Manager

About the Role

McLaren Automotive is renowned for innovation and modern luxury, and this role supports that mission as the Regional Client Services Case Manager. Reporting to the Head of Aftersales for Asia Pacific and China, you will be responsible for managing customer cases with professionalism and care, ensuring brand standards are maintained while also supporting the retailer network.

Key Responsibilities

• Take full charge of customer cases from the initial inquiry through to complete resolution, ensuring the highest standards at all stages to maximize customer satisfaction.
• Build and maintain strong relationships with internal teams and external stakeholders to align efforts that elevate service quality, enhance the customer journey, and boost retention rates.
• Partner closely with the regional field team to engage and support the retailer network in delivering an exceptional luxury experience to customers.
• Serve as the customers' advocate within the company by leveraging customer insights to promote ongoing improvements in product quality, service, and overall ownership experience.
• Oversee and control the assigned budget, ensuring all expenditures adhere strictly to established guidelines.

Required Skills and Experience

• At least five years of experience managing customer cases successfully.
• Proven ability to work with high-net-worth clients directly.
• Strong understanding of luxury customer expectations and how to meet them effectively.
• Excellent aptitude in problem-solving and making sound decisions.
• Familiarity with CRM platforms and customer satisfaction measurement programs.
• Commercial acumen to identify strategic and tactical business solutions.
• Capacity to influence and persuade stakeholders to achieve satisfactory resolutions and ensure commitments are fulfilled.
• Outstanding communication, including written, verbal, and presentation skills at all organizational levels.
• Knowledge of continuous improvement techniques and their implementation.
• Proficient IT skills, including experience managing dashboards.
• Ability to speak additional languages such as Chinese, Japanese, or Korean is a plus.

Personal Qualities

• Professional in appearance and demeanor.
• Thrives in dynamic, fast-paced, and challenging environments.
• Can work effectively both independently and in teams.
• Highly organized with strong self-motivation.
• Detail-oriented even when working under pressure.
• Flexible and able to handle difficult situations efficiently.
• Capable of maintaining focus and meeting tight deadlines.
• Culturally sensitive and adaptable within a global business context.

Benefits and Perks

• Access to a structured framework for career growth.
• Generous vacation allowance: 25 days holiday plus bank holidays, with options to buy or sell up to five days.
• Enhanced company pension scheme for financial security.
• Opportunity for a discretionary annual bonus.
• Private medical coverage, including a health cash plan.
• Life assurance benefits provided.
• Eligibility to apply for sabbatical leave of up to one year after two years of service.
• Discounts on shopping and other benefits that can be tailored to your lifestyle.
• Supportive parental leave policies.
• Wellbeing programs such as employee assistance, financial guidance, and mortgage advice.

About the Company

McLaren Automotive challenges and innovates beyond traditional limits to create exceptional performance cars. The company is built on a community of diverse, passionate experts committed to pushing boundaries and setting new standards in automotive excellence. Inclusivity and equality are core values that foster innovation and enable spectacular achievements within the company.