At a Glance
- Tasks: Lead customer experience strategy and enhance customer journeys across various segments.
- Company: Major player in the automotive sector with a focus on innovation.
- Benefits: Flexible working, generous leave, performance bonuses, and extensive development resources.
- Other info: Join a diverse team and explore future career opportunities within a multi-brand organisation.
- Why this job: Shape customer experiences and make a real impact in a dynamic industry.
- Qualifications: Senior-level experience in customer-focused roles and strong leadership skills.
The predicted salary is between 60000 - 75000 £ per year.
Customer Experience and Proposition Manager
Location
Milton Keynes
Contract
Permanent, Full Time
Working pattern
Agile hybrid working, with a minimum of 60% of working time based in an office or business location
Industry
- Automotive and Commercial Vehicles
- Overview
Our client, a major organisation within the automotive sector, is seeking an experienced Customer Experience and Proposition Manager to develop compelling customer propositions and lead the end-to-end ownership experience across commercial and lifestyle customer segments.
Reporting to the Head of Sales, you will shape the customer experience strategy across acquisition, ownership, aftersales, loyalty and repurchase.
You will use customer insight, commercial data and stakeholder input to identify friction, improve performance and deliver clear customer journey enhancements across online and offline channels.
The role also carries significant responsibility for fleet aftersales performance.
You will work directly with key fleet customers, senior fleet leaders, internal teams and network partners to resolve complex issues, improve vehicle uptime and support the delivery of strategic aftersales objectives.
This is a senior, commercially focused opportunity for a customer-led leader who can translate complex insight into practical action and influence decision-making across a large stakeholder network.
Responsibilities
- Develop customer propositions for commercial and lifestyle customers in line with the wider brand and commercial strategy.
- Own the end-to-end customer experience strategy across acquisition, sales, ownership, aftersales, loyalty and repurchase.
- Create and maintain a customer experience roadmap covering all channels, touchpoints and customer segments.
- Drive performance across online and offline customer journeys.
- Use customer insight, intelligence and performance data to identify journey friction and improvement opportunities.
- Develop and oversee targeted improvement plans that enhance customer satisfaction, retention and commercial performance.
- Ensure customer experience activity is aligned across sales, aftersales, digital and wider in-life touchpoints.
- Lead direct engagement and decision-making with key fleet customers and senior fleet stakeholders.
- Work with internal teams and network partners to deliver fleet aftersales objectives.
- Act as the senior authority for fleet aftersales matters within the business.
- Support technical escalations and lead cross-functional resolutions to improve vehicle uptime.
- Manage third-party suppliers, ensuring service quality, performance and value for money.
- Hold responsibility for relevant budgets, investment decisions and financial performance.
- Present complex customer, commercial and operational information as clear, actionable recommendations.
- Influence senior stakeholders and build alignment around customer-focused priorities.
- Monitor the performance and impact of customer propositions and experience initiatives.
Requirements
- Experience operating at a senior level within a large or complex organisation.
- Strong leadership capability and a track record of influencing cross-functional delivery.
- A strongly customer-centred approach, supported by the effective use of insight and intelligence.
- Experience managing third-party suppliers and external partners.
- Budget ownership and financial management experience.
- Strong commercial and financial acumen.
- Excellent analytical skills and confidence working with complex data.
- Strong data presentation skills, with the ability to translate detailed topics into clear action plans.
- Confidence communicating with and influencing a diverse range of senior stakeholders.
- Strong decision-making, problem-solving and stakeholder-management skills.
- The ability to lead complex issues through to resolution across multiple teams.
- Experience within automotive, fleet, transport, mobility, aftersales or commercial vehicle environments.
- Experience managing end-to-end customer journeys across digital and physical channels.
- Knowledge of fleet operations, vehicle uptime or technical escalation processes.
- Experience improving customer retention, loyalty or repurchase performance.
- Familiarity with dealer, retailer or partner-operated networks.
- Experience designing customer propositions for both business and consumer audiences.
Benefits
- Discretionary performance‑related bonus.
- Employee vehicle schemes, including options for eligible family members.
- Enhanced employer pension contributions.
- 27 days of annual leave plus UK Bank Holidays.
- Health and wellbeing support.
- A wide range of flexible benefits designed to suit different lifestyles and personal circumstances.
- Agile and hybrid working arrangements.
- Access to extensive learning and professional development resources.
- Internal and external mentoring opportunities.
- One‑to‑one coaching and career development support.
- Opportunities to explore future roles across a large, multi‑brand organisation.
- Application Process
Submit your application through the relevant online application portal as soon as possible.
Our client may close the vacancy before the advertised deadline if a high volume of applications is received.
Applications cannot normally be considered after the vacancy has closed.
Our client is committed to creating a diverse, inclusive and non‑discriminatory workplace.
Applications are welcomed from candidates of all backgrounds, experiences and perspectives.
The selection process may include an application review, competency‑based interview and assessment of relevant customer experience, commercial leadership and stakeholder‑management expertise.
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Customer Experience Manager employer: DiverseJobsMatter
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DiverseJobsMatter. 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 DiverseJobsMatter 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 Experience Manager
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 DiverseJobsMatter:Your cover letter is your chance to shine! Tell us why you want to work at DiverseJobsMatter 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 DiverseJobsMatter!
How to prepare for a job interview at DiverseJobsMatter
✨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.
