Regional Client Services Case Manager

About the role

Reporting to the Head of Aftersales, Asia Pacific and China, the Regional Client Services Case Manager will own the end‑to‑end handling of customer cases, ensuring swift, professional resolutions while safeguarding McLaren’s luxury brand reputation across the region.

Key responsibilities

• Lead customer cases from first contact through to final resolution, maintaining the highest service standards.
• Develop and nurture relationships with internal and external stakeholders to improve the customer journey and drive retention.
• Partner with the regional field team to support the retailer network and deliver a premium luxury experience.
• Act as an internal customer advocate, using insights to influence product, service and ownership improvements.
• Manage the allocated budget, ensuring all expenditures comply with guidelines.

Required profile

• Minimum 5 years’ experience in customer case management.
• Proven experience engaging high‑net‑worth customers in a luxury environment.
• Strong problem‑solving, decision‑making and commercial mindset.
• Excellent communication and interpersonal skills, with the ability to influence stakeholders.
• Professional appearance, highly organised, detail‑oriented and able to thrive in a fast‑paced, global context.

Required skills

• Proficiency with CRM systems.
• Strong IT skills, including dashboard creation and management.
• Knowledge of continuous improvement principles.

What we offer

• Structured career development framework.
• 25 days holiday plus bank holidays.
• Comprehensive benefits package.