Warranty Manager

The Warranty Manager will co-ordinate the day to day operational issues surrounding the sale of warranty in Unicomer stores in Jamaica. While we appreciate all applications only shortlisted applicants will be contacted.

Purpose:
The Warranty Manager is responsible for coordinating the day-to-day operational aspects of the warranty program across all Unicomer stores in Jamaica. This includes working closely with management to develop and implement strategies for enhancing customer service and satisfaction related to extended warranties.
Main duties and Responsibilities:

Product Knowledge and Expertise

• Maintain comprehensive knowledge of all aspects of the Extended Warranty/Supa Shield (EW) product offerings
• Serve as the primary point of contact and subject matter expert for both Unicomer and BCIC on warranty-related matters

Warranty Program Management

• Prepare and monitor performance results for the EW brand at the local and regional levels
• Create and implement strategies to drive increased warranty contract sales and revenue
• Oversee the introduction and ongoing management of sales incentive programs and promotions related to EW
• Ensure branches maintain sufficient EW materials (POS, contracts, flyers, etc.) displayed per merchandising standards
• Manage the ongoing maintenance of EW pricing, product codes, and descriptions

Stakeholder Engagement and Reporting

• Address staff and customer queries regarding warranties in a professional and courteous manner
• Prepare a monthly schedule of branch visits to provide coaching and performance management support to Branch Managers and Customer Service Representatives
• Liaise with the Learning and Development Manager to coordinate warranty-related training and refresher sessions
• Communicate policy changes and new EW initiatives to all key stakeholders
• Prepare and submit all relevant EW program reporting within agreed timelines
• Ensure premium payments are remitted to the reinsurer in a timely manner
• Execute all regional EW initiatives and programs agreed for the local market

Process Improvement and Quality Assurance

• Monitor the effectiveness of EW marketing materials and coordinate changes with the Marketing Department
• Maintain and ensure adherence to warranty processing standards to enhance the customer experience and maximize revenue

Other Duties

• Any other related duties

Key Performance Indicators

• Extended Warranty Revenue vs Budget
• Extended Warranty as a percentage of Net Merchandise sales vs Budget

Required Education

• Tertiary level education, preferably a degree or diploma in Business Studies or a related field

Required Skills and Experience:

• Customer-focused with a commitment to excellence in customer service
• Results-oriented with the ability to analyze statistical sales data and drive performance
• Proven coaching and people development skills to support and train branch staff
• Proficient in Microsoft Office applications, particularly Word and Excel
• Previous experience in marketing or product management, with the ability to develop and implement effective strategies
• Excellent interpersonal, communication, and influencing skills to collaborate with diverse stakeholders
• Strong analytical and problem-solving capabilities to identify and address issues

Required Personal Characteristics:

• Ability to prioritize a demanding workload and work effectively under pressure
• Highly motivated with a strong work ethic and the drive to work independently
• Adaptable and able to respond quickly to changing business needs

THIS REPRESENTS A BROAD OUTLINE OF DUTIES AND RESPONSIBILITIES AND CANNOT LIST IN DETAIL ALL OF THE TASKS THE JOBHOLDER WILL BE EXPECTED TO UNDERTAKE