Job Description:
Under the direct supervision of the General Manager, the Proving Ground Client Manager is responsible for the internal organization and management of the services offered by the Proving Ground with the mission to achieve maximum client satisfaction and achieve the goals set by General Manager.
The functions and responsibilities of the Proving Ground Client Manager are as follows:
• Collaborate with the General Manager in the management of the production process, ensure that the contracted services are carried out with the required technical quality, with the lowest possible cost and within the agreed deadlines, with the aim of causing maximum client satisfaction and achieving their loyalty.
• Responsible for the Client Services team, in charge of the daily supervision of their tasks, the organization of the team to make personalized customer service a differentiating element of proving ground management by IDIADA.
• Responsible for the Proving Ground Invoicing and Administration team, in charge of the daily supervision of their tasks and the organization of the team.
• Responsible for the Proving Ground Reception Desk team, in charge of the daily supervision of their tasks and the organization of the team, paying special attention to customer service.
• Responsible for the Welcome team, in charge of the daily supervision of their tasks and the organization of the team, paying special attention to customer service.
• Efficiently manage the resources, optimizing use of resources provided in the annual department expenditure budget.
• Collaborate with the General Manager to consolidate and grow sales and increase customer portfolio.
• Support the Sales team to ensure the quotations are well made, without errors, well detailed in their main concepts and with the correct prices.
• Ensure personalized customer service and ongoing contact with clients by visiting them in their work area, to know at first hand their needs and expectations then cooperate with Sales team in order to meet them and to promote that its activity at IDIADA will be consolidated.
• Detect new business opportunities and develop new services, then cooperate with Sales team in order to meet the needs of customers.
• Pay attention to the industry news and information related to clients as well as competitors to report them, support Sales team to analyze their impact on the business and be able to react accordingly.
• Collaborate with the General Manager on any initiative that requires contact or consultation with clients, especially on strategic topics such as building or modifying testing facilities or improving track safety.
• Participate in the monitoring of the process of invoicing and collection, the systematic monitoring of the evolution of invoicing, monitoring of the payment status of customers, detection of problems in the process of invoicing and collection and resolution of problems that may arise with customers.
• Collaborate with the General Manager in the internal organization of the department, defining the profiles of the required staff of each of the positions of the corresponding teams. And implementing the ISO 9001 quality system, defining the procedures, and corresponding working instructions.
• Responsible for newly recruited personnel under his/her responsibility receive the appropriate training for their assigned role, transmitting the IDIADA philosophy in customer service, promoting teamwork and the highest quality standards. Make sure that employees are trained and take the necessary precautionary measures to ensure safety at work.
• In collaboration with the Quality Delegate, analyze the customer surveys, resolve dissatisfactions, and improve customer satisfaction.
• To guarantee that the information available in IDIADA´s CRM module (PGM) is permanently updated, proposing updates that improve the performance of the system.
• Control of the booking of the facility by external companies.
• Cooperate with all the department to satisfy the requirement from customers.
Experience and knowledge required:
• Experience working in a Proving Ground as staff member or as a regular user and deep knowledge of the automotive market.
• Experience in sales and client management.
• Experience in people management, preferably within a dynamic multicultural environment.
•Desirable experience of business management, planning and financial oversight or proven knowledge in those fields
• Good communication skills in Chinese and English. Desirable knowledge of other languages.
• Advanced computer skills in MS Office applications
• Desirable knowledge of the quality system implemented by ISO 9001 (management of processes, procedures, work instructions, quality system, etc.).
Competencies:
• Proven overall leadership and influence skills, with a high level of commitment and ability to work under pressure
• Demonstrated ability to work in a proactively diverse and inclusive organization
• Demonstrated ability to encourage and foster collaboration among colleagues and stakeholders to achieve common goals
• Strong client orientation to produce a quality service and to contribute, build and consolidate an organizational culture based on innovation and surpassing clients´ expectations.
• Creativity to propose new ideas and create innovative solutions that respond to any challenges that may arise.
• Passion for work well done, being able to carry out the tasks entrusted perfectly and on time.
