Existing Customer Management
-Collaboration with internal and external teams (Operations, SO, dealers, etc) to manage existing customers
-Management of the Refinance Process including UBase communication and coordination
-Employee Program contracts maturity follow-up and Refinance.
-Sales-lead process monitoring for performance review and enhancement
-Relevant KPI management (DFS Retention rate, Digital Retention rate, Retention P-Rate, Refinance rate, etc.)
-Support on internal systems (CMS, CAP, Infinite, etc) testing and enhancements as well as new release development

Management of Insight solution (TCM system)
-Stabilization of the Digital Retention Process.
-Continuous communication with HQ and Vendor for system enhancement and stabilization
-Development & enhancement of Insight solution
-Insight Training Material development and updates
-Ensure Data management in Insight solution, including interface with DWH, Abacus and Used car data uploads
-Ensure personalized offer to end-customers, aligned with approved product/program guideline

Strategy Set-up and Implementation
-Co-development and enhancement of Retention financial products and benefits
-Ongoing communication with DFS other countries, incl. HQ for best practice sharing with continuous enhancement
-Proactive communication with all internal (incl. SLT) /external stakeholders (MPC, dealership, end-customers) to improve retention performance
-Stakeholder and HQ reporting and communication management

Team management
-Ensure all team members fully trained including vendor
-Embed performance oriented & customer centric team culture
-Stay within approved budget in OP for training, event and communication with stakeholders

Training
-Develop training concept and materials for retention team members and dedicated team per dealership
-Regular training for internal/external stakeholders per dealership
-Ongoing consulting, especially for under-performing dealership