Client Experience Manager - JLR

About the Company

Inchcape (Thailand) Co., Ltd., a leading global automotive distributor, is seeking a Client Experience Manager to join their dynamic Service team in Bangkok.

Inchcape is the leading global automotive distributor operating in 38 markets with a diverse global team delivering excellent customer and partner experiences.

Responsibilities

• Lead and manage the Service Advisor team to ensure exceptional customer service delivery and a seamless customer journey, maintaining alignment with company policies and OEM standards.
• Manage customer complaints and act as an escalation point for the Service Advisor team, ensuring prompt resolution, proper follow-up, and achievement of customer satisfaction and NPS targets.
• Review and manage goodwill claims and related documentation to ensure compliance with company and OEM standards and accurate claim processing.
• Provide guidance and decision support to the Service Advisor team on Credit Note (CN) and goodwill cases, ensuring consistency with company procedures.
• Oversee Goldstar, Red Flag, and high-alert cases by ensuring timely escalation, root cause analysis, and effective resolution to minimize customer impact and protect brand reputation.
• Coordinate with Aftersales Managers, workshops, and key stakeholders to resolve critical issues and drive continuous improvement in customer experience and service quality.

Qualifications

• Bachelor's degree in a related field.
• Minimum 5–8 years' experience in after-sales operations, customer experience, or Service Advisor functions; team leadership experience preferred.
• Strong understanding of OEM standards, goodwill processes, and complaint handling.
• Strong leadership, communication, stakeholder management, problem-solving and decision-making abilities; ability to manage escalations and work effectively under pressure.
• Experience in the automotive industry is highly preferred.
• Good command of English.

Benefits

• Supportive environment and opportunities for career growth and development.
• Work-life balance with a role that balances strategic analysis and day-to-day business support.
• Opportunity to be part of an industry-leading company transforming automotive distribution.

Additional Information

Selected candidates will be contacted to initiate the hiring process. Additional information may be requested to better understand your background, qualifications and experience for the role.