North America - Client Services Manager

Job Title

North America - Client Services Manager

#

58837

Date posted

Tuesday, March 3, 2026

Country

United States

Location

Dallas

Business area

Sales

Department

North America Aftersales

Position level

5 - Supervisory / Professional - (L-17)

Working time

Full Time

Contract type

Permanent

Working pattern

8:30am - 5:30pm Monday to Friday

What to Expect

This is an excellent opportunity to play a pivotal role in the future of McLaren Aftersales during a period of rapid and exciting business growth. Reporting directly to the Vice President of Aftersales.

You will be responsible for managing the Client Services Team, achieving associated KPI, tracking performance, managing budgets, and dealing directly with McLaren customers from the Americas Regions with both professionalism and speed. You will play a pivotal role in understanding and addressing any issues they may have surrounding their ownership experience, while supporting in providing the wider business with insight into the root-cause of their contact.

You will be responsible for managing the Client Services team in the day to day distribution of inbound customer contact as well as personally resolving customer issues as equitably as possible. You will also be responsible for ensuring that key deadlines for reporting and internal communications are adhered to. You will be responsible for evaluating claims against consumer protection statues. You will take ownership of claims and when necessary represent McLaren in arbitrations and other legal settings.

Lastly, this role will be pivotal in supporting the provision of Client Services insight to the regional teams, highlighting the performance of their specific regions and enabling them to drive improvements where required.

What You'll Do

* Client Services Team Development - Ensure Client Services team manages customer dissatisfaction cases in timely and to McLaren customers satisfaction

* Manage Client Services Goodwill Budget - Monitor monthly spend of Client Services and RAMs to ensure goodwill funding is being use properly, for customer retention and is held within the established budget

* Reporting - Create monthly reporting for Goodwill and Repurchased vehicle spend

* Customer Experience - To ensure that the McLaren customer experience is considered to be the benchmark, even in the event of a complaint or expression of dissatisfaction

* Customer Communication - To ensure that complaints received are acknowledged within defined time-frame targets and that customers receive professional and regular communication throughout their case

* Customer Records - To maintain accurate and factual records of all customer complaints and correspondence for future reference

* McLaren Insight Feedback - Review negative feedback from the global McLaren Insight  programme. Ensure that customer issues are picked up proactively and are dealt with as a customer complaint

* Case Management - Ensure that actions agreed with Regional Colleagues and/or Retailers are delivered on time

* Case Escalation - Manage all cases that are escalated from the Client Services Team and Identify and correct any issues that led to the need to escalate

* Gathering all supporting information to evaluate claims and investigate events as required

* Establish detailed chronology of customer events and evaluate vehicle service history against consumer protection statutes

* Negotiate timely settlements with customers, attorneys and retailers

* Initiate settlement process and coordinate related transactions

* Represent McLaren at arbitrations or in legal settings as required

* Reporting - To maintain Client Services reporting requirements, ensuring all deadlines are met and that work is completed to a high standard of quality and attention to detail

* Customer Conscience - To consider where improvements need to be made within the wider business by considering things from a customer perspective

What You'll Bring

* Customer relations / complaint handling experience

* Proven ability to act under pressure with calmness, clarity of thought

* Excellent communication skills (written and verbal)

* Negotiation skills

* Highly IT literate (Microsoft applications, SAP etc)

* Thrives in a fast…