Customer Support Programme Manager

Job Title: Customer Support Programme Manager

Location: Farnborough / Hybrid

Salary: Competitive with a generous bonus + Company Car

Job type: Full time, Permanent

Working Hours: 40 Hours Per Week, Monday-Friday

Application Deadline: 20th October 2025

About Us:

At The Retail Performance Company (rpc), we support and partner with our clients to deliver exceptional customer experiences. From strategy and customer journey design to data-driven insights and people development, we provide end-to-end solutions that transform businesses and create lasting value. Our mission: to empower people and organisations to deliver outstanding customer experiences every day.

The Opportunity:

We are currently looking for a Customer Support Programme Manager to contribute to the promotion of central Customer Support programmes & initiatives. Within this role, you will take on the responsibility of line manager to a team of 16 people reporting to you.

The role will be responsible for the operational management of programmes including Accessories Sales Management, Service Retention Consultancy, Physical, Digital & Lifestyle E-commerce providing reports, insights and results to the business as well as to the client key stakeholders. A strong aftersales background with knowledge of latest trends in the industry is heavily preferred.

Key Responsibilities:

• Lead & provide coaching for members of the team to ensure effective performance and target achievement at all levels. This will encompass from supporting new processes & adapting to business priorities, to supporting specific teams within the programme to improve results including training needs identification.
• Regularly align with key stakeholders within the client organisation on relevant performance metrics, related initiatives, & support topics.
• Excellent client relationship management skills are a must.
• Lead review meetings with the team's data reporting analyst on performance metrics and ways to improve business results. Ability to interpret dashboard data & KPI metrics to interpret monthly reports, as well as find ways to keep improving the performance dashboard.
• Identify novel opportunities to enhance team output of sales & customer retention performance within the retailer network and through direct channels. Compile best practices related to key customer support topics & develop innovative business development initiatives. Lead advise the client team on performance strategy & potential process improvements.
• Provide dynamic project management & stakeholder alignment for on-going projects & developments.
• Coordinate & lead periodic programme meetings to monitor performance & action plans progress.

About you:

Professional experience:

• 6+ years of experience in business development desired:
  • Automotive industry
  • Preferably Aftersales
  • Customer support
  • Project management & coordination
  • Previous Consulting experience
  • Client relationship management skills
• Ability to communicate clearly and escalate effectively is key.

Education:

• Bachelor degree in business or related preferred

Language Skills & Licenses:

• English (native level C2)
• Full UK Driving Licence

Why Join Us?

• Competitive Salary with Generous Bonus
• Private Healthcare
• Medical Cash Plan
• Life Assurance

Note: We do not sponsor visas. Applicants must be eligible to work in the UK.

Please click APPLY to submit your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; Customer Success Manager, Client Relationship Executive, Customer Sales Support, Account Executive, Account Manager, Sales Project Manager, Sales Support, Client Support Executive, Customer Success Executive, BDM, Business Development may also be considered for the role.