Customer Experience Manager in Milton Keynes

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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