Global Escalations & Controls Lead

MSX International is looking for an automotive professional with experience of retailer service processes to recruit for a Global Escalations & Controls Lead role on a 3 month contract to support the roll out of the Goodwill programme across various international markets of our partner, a leader in the luxury automotive industry. The Global Escalations & Controls Lead will be part of the Global Customer Service team and will lead a project which supports the implementation and ongoing development of the Goodwill Programme. It will require a customer-centric mindset and a deep understanding of retailer service processes and escalation management. Requirement to drive the operational changes necessary to establish and embed a new global service capability, ensuring escalated cases are reviewed and resolved in alignment with the Goodwill programme. This is a high-impact role that blends operational leadership with strategic influence, helping shape a consistent and effective global escalation process.