Client Experience Manager - JLR

Inchcape (Thailand) Co., Ltd., a leading global automotive distributor, is seeking a talented Client Experience Manager to join their dynamic Service team in Bangkok. In this full-time role, you will Led and managed the Service Advisor team to ensure exceptional customer service delivery and a seamless customer journey, while overseeing customer handling processes and maintaining alignment with company policies and OEM standards.

What you'll be doing

• Client Satisfaction & Complaint Management
  Manage customer complaints and support the Service Advisor team as an escalation point, ensuring prompt resolution, proper follow up, and achievement of customer satisfaction and NPS targets.

• Goodwill Claims & Documentation Management
  Review and manage goodwill claims to ensure compliance with company and OEM standards, while validating documentation accuracy and monitoring claim processing.

• Service Advisor Team Support
  Provide guidance and decision support to the Service Advisor team on Credit Note (CN) and goodwill cases, ensuring consistency and compliance with company procedures.

• Critical Case Management
  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.

• Stakeholder Coordination & Continuous Improvement
  Coordinate with Aftersales Managers, workshops, and key stakeholders to resolve critical issues and drive improvements in customer experience and service quality.

About you

To be successful in this role you will be:

• Bachelor's degree in a related field

• Minimum 5–8 years of experience in after-sales operations, customer experience, or Service Advisor functions, with team leadership experience preferred

• Strong understanding of OEM standards, goodwill processes, and complaint handling

• Strong leadership, communication, and stakeholder management skills

• Excellent problem-solving and decision-making abilities

• Ability to manage escalations and work effectively under pressure

• Experience in the automotive industry is highly preferred and will be an added advantage

• Good command of English

We offer you

• Supportive Environment: Work alongside a dynamic team committed to your success.

• Career Growth: We're invested in your development and offer ample opportunity for advancement.

• Work-Life Balance: Enjoy a role that balances strategic analysis with day-to-day business support.

• Industry Leadership: Be part of a company that leads the transformation of the automotive distribution industry.

Start your journey

If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. You might be the perfect fit we’re looking for. Join our team and become part of a leading global automotive company that is transforming tomorrow, together.

Opportunity for everyone

At Inchcape, inclusion accelerates our success. We are committed to creating a workplace where everyone feels valued, heard, and empowered to thrive. We foster an inclusive culture that reflects the communities we serve, ensuring opportunities for all.

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.

Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more visit www.inchcape.com

Additional information request

Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.