Customer Liaison Executive in Surrey

Gordon Murray Automotive is a UK-based global luxury brand dedicated to creating and manufacturing the world's greatest driving cars. These ultra-exclusive cars are engineered and designed without compromise to provide unrivalled driving experiences and driver-centric connection.

The Customer Liaison Executive will initially be vital support for those customers who have bought our T.50s and T.33 Models. This role will work with key stakeholders across the business, as well as directly with our international customers during one of the most fun elements of our business, the design and specification of each production vehicle. Gordon Murray Automotive takes its interactions with our customers very seriously, and you will be a key part of enriching this customer journey from initial specification session through to vehicle handover.

Key Responsibilities

• Deliver and enhance an engaging Customer Journey for existing and new GMA customers throughout their ownership journey.
• Learn the Heritage of the GMA brand and be at ease instilling this with existing and new customers as well as other stakeholders across the business.
• Maintain regular contact with customers via their preferred method of communication and keep contact details up to date via the CRM system.
• Curate and run specification sessions both in person as well as remotely to ensure that customers have the maximum information available for the specification of their vehicle whilst having a pleasurable and fun experience.
• Using expert product knowledge to provide the owners with the widest range of possibilities for their vehicle and ensuring all internal requirements are documented.
• Ensure that Customers specifications are captured accurately and in full detail.
• Drive options uptake on a per-vehicle basis, achieving and exceeding pre-agreed departmental revenue and performance targets.
• Manage customer invoicing and payments, ensuring all invoices are issued accurately and payments are received in line with sales agreements and business expectations.
• Act as the voice of the customer during internal specification reviews with cross functional representation.
• Ensure specification progress information is kept up to date to enable full visibility and reporting against programme milestones and clearly documenting open actions.
• Issue key specification documentation and updates at regular intervals to customers to ensure continuity and progress is kept at pace to meet spec lock deadlines.
• Attend events in the UK and worldwide to represent GMA and interact directly with our customers and members of the public as a brand representative.
• Take ownership of issuing, obtaining approval and archiving of physical colour and trim samples.
• Ensure customer confidentiality is always an absolute priority throughout the business.
• Maintain efficient storage for all customer related material including keeping owners’ information up to date via our CRM system.
• Assist with occasional requests to work outside core working hours to maintain excellent customer satisfaction.

Skills, Knowledge and Expertise

• Experience within the luxury automotive industry, preferably in a Sales or Customer facing function with an existing knowledge of automotive terminology.
• Exceptional eye for detail and an ability to clearly document customers’ requests.
• Able to use a variety of IT Packages (e.g. Office 365, Word, Excel, PowerPoint, Outlook, Teams, Smartsheets, PowerBI) at an advanced standard.
• Customer facing and interpersonal skills to support a best-in-class customer journey.
• Outstanding organisational skills with the ability to stay focused on assigned tasks, manage conflicting priorities, against tight deadlines, whilst maintaining strong attention to detail.