At a Glance
- Tasks: Drive engagement and performance for automotive retailers using our digital retailing products.
- Company: Join Autotrader, the UK's leading automotive marketplace with a vibrant culture.
- Benefits: Competitive salary, share options, 28 days holiday, and comprehensive health support.
- Other info: Enjoy hybrid working with opportunities for remote work during summer and winter.
- Why this job: Make a real impact in a fast-paced environment while helping retailers succeed.
- Qualifications: Experience with B2B customers, data analysis, and a collaborative mindset.
The predicted salary is between 32000 - 45000 £ per year.
About us
You've probably heard of Autotrader, but do you know what we're all about? We're the most trusted, most visited automotive marketplace in the UK. A heritage brand and a tech innovator. We bring together vehicle buyers and sellers to give them real choices. Cars may be what we're best known for but we’re also the place for pretty much everything else on wheels, from e-bikes to caravans. In the automotive world, change is a constant, that’s why we take our job of untangling the complex car-buying journey very seriously. At our core, we’re all about people. We go our own way while embracing diversity and celebrating our differences. We dedicate ourselves to the idea that we work better together. Autotrader is a beautiful, surprising and vibrant place to work. We might not be for everyone, but we could be perfect for you.
About the job
We’re seeking a Customer Success Manager to join our Performance team and work closely with automotive retailers to drive engagement, performance, and commercial growth across a suite of our digital retailing products. You’ll take a broad, strategic view of retailer performance, helping partners make the most of Autotrader’s products, insights, and capabilities to drive stronger commercial outcomes. This includes supporting the adoption of digital retailing, identifying opportunities to improve operational efficiency, and helping retailers adapt to changing market conditions and consumer expectations.
You will engage with a portfolio of automotive retailers, understanding their unique needs, and providing tailored support to strengthen performance, improve engagement, and unlock greater value from their partnership with Autotrader, in collaboration with their account owner. Your role will involve analysing performance data, identifying growth opportunities, and coaching retailers to embed solutions that drive measurable results. Collaboration is key, as you will work alongside internal teams and external partners to influence and inspire retailers, ensuring they fully leverage Autotrader’s operational products. You will also contribute to the ongoing evolution of our commercial approach, helping shape how we engage with the market.
This role blends analysis, coaching, and partnership to help retailers maximise the value of Autotrader’s products and services. The automotive industry is evolving rapidly, with products and services becoming increasingly complex to implement successfully and significant shifts occurring in how manufacturers and retailers operate. This dynamic environment presents exciting challenges and opportunities, making the Customer Success Manager role at Autotrader crucial to driving success in this changing landscape.
You’ll balance proactive outreach, problem-solving, and strategic thinking, adapting to the diverse challenges faced by different retailers. Your ability to build strong relationships, communicate effectively, and work autonomously will be essential. A commercially minded approach is important, focusing on meeting targets and KPIs while maintaining a consultative and collaborative style. Experience using data to tell a story and influence decisions will help you provide valuable insights and drive change. If you’re motivated by working in a fast-paced, evolving environment and enjoy combining analysis with hands-on coaching, influencing and partnership, we’d love to hear from you.
You might believe that a passion for cars is a requirement, but guess what? It’s not! At Autotrader, you’re welcome just as you are.
What we're looking for
- Experience working with B2B customers to embed products, improve engagement and performance.
- Experience working with technology integrations and APIs, helping to streamline processes, improve data flow, and enhance operational efficiency.
- You will be confident in working with and building relationships, as well as challenging both internal and external stakeholders.
- You’ll have experience identifying and driving operational efficiencies, streamlining processes and ways of working to improve performance, scalability and customer outcomes.
- Experience in using data to tell a story, and you’ll be confident using Excel or other insight tools such as Looker.
- You will be commercially minded and will have experience achieving or exceeding targets and KPIs.
- You will be proactive and collaborative, enabling you to identify opportunities, manage risks, and drive change forward.
- An eagerness to learn about the automotive ecosystem, digital retailing trends, and new tools that support your role and the wider business.
During our application process, you will be asked two questions to help us learn more about you and how you align with our values. These will be used as part of our selection criteria, to determine if we progress your application further.
Benefits
We’re offering a salary of £32,000-£45,000, plus an additional 10% of your salary awarded in shares each year. These awarded shares will become yours in yearly instalments over the next three years, and you can choose to either sell them or keep them as shares. You'll have 28 days' holiday per year, and that's in addition to bank holidays and half-day closures on Christmas and New Year's Eve. That’s not all. You'll be enrolled in our pension scheme, where our standard contributions are 7% and employee contributions are 5%. We also have comprehensive private medical cover, enhanced family leave provisions, a car salary sacrifice scheme, share-save options, and much more.
We always want to give you the support you need and help prioritise your wellbeing, that’s why we provide access to 24/7 online GP and dentist, as well as specialist support for assisted fertility, gender dysphoria, menopause, period care plans and lots more.
On top of all that, our hybrid model, Connected Working, combines the best of both worlds – office and home working. You'll spend at least 3 days a week in the office with your team, focused on collaboration and connection. Additionally, we have our remote-first periods at set times during summer and winter. During these periods, you can work remotely anywhere in the UK and from certain locations abroad.
Customer Success Manager (Digital Retailing) in Manchester employer: Autotrader
Autotrader is an excellent employer that fosters a dynamic and collaborative work culture, where innovation and strategic thinking are highly valued. With a focus on employee growth, you will have access to tailored training and development opportunities, enabling you to thrive in your role as a Strategic Account Manager. Located in a vibrant area, the hybrid work model offers flexibility while being part of a team that is dedicated to driving success for our retailer customers through data-driven insights.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Digital Retailing) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Autotrader. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Autotrader before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (Digital Retailing) in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Autotrader:Your cover letter is your chance to shine! Tell us why you want to work at Autotrader specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Autotrader!
How to prepare for a job interview at Autotrader
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
