Senior Executive, Fan Customer Service in Woking

Purpose of the Role: The Senior Executive, Fan Customer Service, will play a pivotal role in creating the best possible experience for McLaren’s global fanbase. The role will be the first point of contact for members and fans, providing friendly, professional, and knowledgeable support. From answering queries to helping members get the most out of their membership benefits, you’ll make sure every interaction reflects McLaren’s passion for excellence and community.

Role Dimension: Reporting to the Senior Manager, CRM, this role is part of the wider CRM team. It focuses on delivering exceptional service to members and fans worldwide. This position offers a hybrid working arrangement, requiring attendance at the McLaren Technology Centre (Woking, UK) at least three days per week to foster collaboration. Given McLaren's fast-paced, high-performance environment, occasional work outside standard hours, including weekends, may be required.

Principal Accountabilities:

• Act as the first point of contact for all fan and membership enquiries via email and customer support tickets.
• Resolve member issues efficiently and with empathy, maintaining McLaren’s tone of voice.
• Support fans through membership onboarding, renewals, and general account queries.
• Handle competition winner communications, including prize fulfilment and event logistics.
• Keep accurate records of fan interactions and report on common themes or issues.
• Work closely with the CRM team to identify opportunities to improve fan satisfaction and retention.
• Support in planning and delivering physical and digital fan experiences, such as watch parties or virtual events.
• Collaborate with content and social teams to surface fan stories and feedback for use across channels.
• Support driver card distribution, fan mail responses, and other fan appreciation initiatives.
• Identify ways to improve the efficiency of fan service processes.
• Provide occasional event or campaign support as part of the Fan Engagement team.

Knowledge Skills and Experiences:

• Experience in customer service or membership support.
• Excellent written and verbal communication skills with strong attention to detail.
• Empathetic and proactive approach to solving customer problems.
• Comfortable using CRM or customer service platforms.
• Proven ability to handle multiple priorities in a fast-paced environment.
• A genuine passion for sports, fans, and delivering brilliant service.
• Warm, approachable, and fan-focused.
• Highly organised and comfortable managing your own workload.
• Team player who enjoys collaboration and sharing ideas.
• Positive attitude and thrives under pressure.
• Eager to contribute to McLaren’s growing fan community and enhance member experiences.

What can McLaren offer? We constantly strive to be better tomorrow than we are today. Our ambition is to be the most pioneering and exhilarating racing team in the world, and our collective task is to set the standards for high performance in sport. We show up every day with energy and enthusiasm, ready to play our part. We encourage and support diversity, equity and inclusion. We will actively promote a culture that values difference and eliminates discrimination in our workplace.

McLaren Racing is based at the iconic McLaren Technology Centre (MTC) near Woking. Here at McLaren, we offer hybrid working with 3 days a week based in the MTC. Our state of the art, sustainable campus offers many facilities including a gym, restaurant and indoor and outdoor break-out areas, as well as direct access to park and common land. The MTC is connected to Woking mainline station via regular shuttle buses, from which London Waterloo is a 30 minute train ride. We offer a comprehensive package of benefits including private healthcare, car schemes, life insurance and generous pension contributions.