Senior Finance Manager - Customer Care

About the role

The Senior Finance Manager - Customer is a senior finance partner to the Finance Director, Customer and Customer leadership team. The role provides strategic finance leadership and hands-on support across Customer Care, Service & Repair Operations, Driver Grade B, S&A and related customer propositions. It leads the Customer Care performance agenda, turning P&L, operational and market data into insight, recommendations and actions, while staying close to monthly reporting, forecasting, analysis and modelling.

Key responsibilities

• Lead the Customer financial performance agenda: monthly actuals vs forecast review, trend analysis, executive commentary and performance actions.
• Own the Customer P&L narrative across Driver Grade B, S&A, Customer Care and Repair, linking performance to business priorities.
• Set reporting standards, dashboards and non-financial measures, and drive market benchmarking and cross-functional performance reviews.
• Assess business cases for Customer Care, Retailer Support and Service & Repair, including modelling of cost, margin, ROI, payback, risk and benefits.
• Evaluate warranty initiatives and provide input on CAPEX/OPEX evaluations, transformation programmes and new launches.
• Drive cost control, productivity and margin improvement, and advise on service cost drivers, working capital and resource allocation.
• Support pricing, promotional strategy and service line optimisation, and assess service line profitability.
• Lead the financial narrative for Chief Customer Officer updates, senior leadership reviews and board materials, and shape monthly performance meetings and business reviews.

Required profile

• Qualified accountant or finance professional; Bachelor's or Master's degree in Finance & Accounting preferred.
• Deep experience with P&L, balance sheet, forecasting and month-close under local GAAP and IFRS.
• Proven ability to influence senior stakeholders and turn financial insight into business decisions.
• Experience in a customer-facing, service or operational environment, and advanced business case and investment appraisal experience.
• Commercially minded, confident senior influencer, comfortable with ambiguity and with high integrity and ownership.

Required skills

• Advanced Excel skills.
• Financial systems experience including SAP, Hyperion and Onestream.