Michael Cotter
Global Crc Transformation Manager @JLR
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WORK HISTORY
Global Crc Transformation Manager @JLR
Coventry, GB
Key Responsibilities:Designing a client liaison strategy that works operationally today and allows for a seamless transition to a full end-to-end agency model in the future.Ensuring our strategy supports the end-to-end customer journey, enabling customers to interact how they want, across all channels.Leading the deployment of Gen AI and automated technologies to enhance our clients\' experiences, working closely with CX & IDT teams, including MarTech and Customer Data Leads.Collaborating with prospective users across the enterprise to understand and anticipate their needs, translating them into product requirements for future CRCs.Developing and delivering the roadmap for the transformation from today’s CRCs to tomorrow’s, managing the backlog of requirements to transition at speed.What I\'ll Bring to the Role:A deep passion for delivering the best customer experience.The ability to translate strategy into tangible actions and strong people skills.A proven track record of delivering large-scale global change programs.Tenacity and resilience to drive significant transformation despite challenges.A strong understanding of our customers and their interactions.
EDUCATION
Coventry College
Forensic Science
SKILLS
ABOUT MICHAEL COTTER
Highly motivated and results-driven professional with extensive experience in Client Experience. Proven track record of implementing strategies to improve customer satisfaction and enhance overall client experience. Strong leadership skills, excellent communication abilities, and a passion for delivering exceptional service.
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