CX job vacancy of the week: Jaguar

31st Aug 2022

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CX job of the week - Jaguar

This week: Head of Client Contact Operations – Jaguar – Gaydon, Stratford-on-Avon, United Kingdom

 Luxury-automobile manufacturers, Jaguar, are seeking an exceptional individual with the ability to blend strategic planning, operational excellence, client experience and a highly driven mindset to help shape and execute their future strategy.


  • Accountable for the strategic development and delivery of Jaguars end-to-end client contact experience.
  • Responsible for supporting all prospect & client interactions (multi-channel), including the management of all client queries through to resolution (covering multiple products & service offerings).
  • Responsible for the delivery of seamless & frictionless contact processes (the right message at the right time), appealing to Jaguar's new target audience and addressing current pain points across the end-to-end client journey.
  • Responsible for Future Jaguar prospect contact management (‘Black Book’).
  • Responsible for partner/supplier strategy – identification and onboarding – including working with external parties to implement innovative solutions to accelerate change and enhance the client contact experience.
  • Responsible for proactive client contact strategy (appropriate channel of choice), including utilisation of CRM system of choice – managing and personalising messaging across multiple channels (email/phone/App/social).
  • Accountable for the development and implementation of programme plans to pilot, scale and then embed – working with stakeholders across Jaguar, the wider JLR business and the regional teams.
  • Responsible for the documentation of Client contact business processes.
  • Accountable for programme management, roll out and activation across the agreed markets through local operations managers, delivering programmes to time and on budget.
  • Accountable for client satisfaction.
  • Responsible for the creation of management reports and KPI tracking of programme progress.
  • Responsible for continual improvement in programme performance and identifying efficiency improvements.
  • Responsible for working with internal stakeholders to align and manage disconnects between strategy and execution.


  • Team leadership/matrix management/cross functional working.
  • Understanding of OMNI channel contact strategy.
  • Proven track record of implementing new ideas, processes & transformation.
  • Experience of using CRM.
  • Ability to articulate complex financial analysis in a succinct, digestible manner.
  • Excellent communication and demonstrable senior stakeholder management skills.
  • Strong analytical skills able to use data to drive analysis and results.
  • Reporting and presentation experience.
  • Understanding of automotive industry and retail operations.
  • Confident Microsoft Office software user.
  • Educated to degree level or above.
  • Contact Centre management (desirable).
  • Understanding of agile principles (desirable).
  • Experience of managing cross functional programmes (desirable).
  • Experience of reporting to board evel/c-suite stakeholders (desirable).

For further information and to submit an application, visit the Jaguar job board.

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