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Service Excellence Manager
2 months ago
Join Our Team at Element Fleet Management
At Element Fleet Management, we are committed to transforming the fleet management sector by prioritizing people over business, ensuring an exceptional client experience.
Position Overview
We are seeking a Service Excellence Manager to enhance our Fleet Partnerships Services (FPS) division. As the foremost independent fleet manager globally, we offer unparalleled products, services, and solutions tailored to our clients' needs.
Key Responsibilities
- Champion a consistent and dependable superior customer service approach.
- Lead service recovery initiatives, ensuring the implementation of a high-quality service recovery framework within the FPS organization.
- Collaborate with the FPS team on designated client service recovery projects, driving adherence to established service recovery protocols.
- Foster a culture of service quality, aiming to prevent service recovery scenarios through proactive measures.
- Oversee assigned service recovery projects, sharing insights and lessons learned with the Service Quality Team while mentoring the FPS account team to enhance service standards.
- Identify and implement best practices to optimize operational activities for clients during account evaluations or service recovery efforts.
- Provide strategic insights to the Service Quality Manager regarding client trends and recommend process enhancements that contribute to internal initiatives, adding value to the FPS service model.
- Support client retention efforts by engaging with operational teams to resolve service issues effectively.
- Build and maintain strong relationships with commercial teams and operational leaders, establishing a robust internal network.
Qualifications
- Bachelor's degree in business or a related field.
- 5-7 years of relevant experience in customer service or client account management, ideally within a B2B service context.
- Project Management Professional (PMP) certification is preferred.
- Experience in continuous improvement methodologies such as Agile, Lean, or Six Sigma (Black/Green Belt) is advantageous.
- Certification as a Certified Automotive Fleet Manager (CAFM) is a plus.
- Proven track record in managing service recovery initiatives from inception to completion.
- More than 2 years of experience in client-facing account support roles.
- Ability to analyze data effectively, identify trends, solicit feedback, and make informed decisions swiftly.
Benefits
We offer a comprehensive benefits package, including paid time-off programs such as vacation, sick leave, and holidays.
Element Fleet Management is an equal opportunity employer dedicated to fostering diversity, equity, inclusion, and belonging. We welcome all qualified applicants without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans' status, or any other legally protected factors.
Accommodations related to disabilities during the application and interview process are available upon request.
