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For Companies At a Glance
- Tasks: Engage with customers and manage their vehicle subscription needs through various communication channels.
- Company: Join a dynamic team at InMotion Ventures, merging PIVOTAL and THE OUT brands.
- Benefits: Enjoy flexible working, health cashback, 25 days leave, and a quarterly bonus.
- Other info: Work from home with occasional travel to our London office.
- Why this job: Be part of revolutionising luxury automotive services and make a real impact.
- Qualifications: Experience in delivering premium service and strong communication skills required.
The predicted salary is between 28000 - 33500 £ per year.
About us
As a newly merged powerhouse, InMotion Ventures 3 brings together two groundbreaking brands, PIVOTAL + THE OUT. United by a shared mission to reshape the future of vehicle usership and redefine the standard of the automotive client experience. While both brands are part of the same forward-thinking company, they operate as distinct entities with their own missions, products, and services. By joining InMotion Ventures 3, you’ll work across both PIVOTAL + THE OUT, playing a key role in revolutionising how people access and experience luxury automotive services.
PIVOTAL At PIVOTAL, we are transforming the way people experience cars. Launched in 2019, Pivotal offers a unique car subscription service that challenges the traditional model of vehicle ownership. Gone are the days of long-term commitments - Pivotal members can subscribe to the latest Jaguar and Land Rover models for as little as three months. Forget about depreciation, servicing, insurance, and tax; with one monthly payment, everything is taken care of.
THE OUT At THE OUT, we’ve reinvented luxury car rental. Forget the queues, hidden fees, and trips before the trip. Instead, we deliver world-class Jaguar Land Rover vehicles directly to your door. Whether it's a spontaneous weekend getaway or a business trip, we promise hassle-free, first-class service from start to finish. With everything included: unlimited mileage, additional drivers, insurance, and more, THE OUT is more than just a car rental service; it’s an experience.
Whether you’re supporting PIVOTAL’s car subscription model or working with THE OUT’s luxury rental service, you’ll be part of a team that’s setting new standards for customer experience, flexibility, and luxury in the automotive world. The best part? You’ll have the chance to make an impact in two innovative, growing companies - all under one roof.
Requirements
About the Role
Are you able to engage with customers to provide a truly great service? Are you willing to go the extra mile? If so, come and join the Pivotal team as a Member Renewal Specialist. We are a new business on a mission to make motoring more flexible for people needing a car they can call their own.
As a key member of our renewal team, you will be responsible for managing the accounts of members in one of these distinctive brands. You will need to be extremely organised and able to work on your own initiative to consistently support our members with their vehicle subscription needs, communicating with them via multiple channels such as Phone, Email, and Webchat.
We are seeking applications from candidates with proven experience in consistently delivering premium luxury service and a desire to create and maintain member relationships. This role is based at home, with occasional travel to our offices in central London (Old Street).
What does a Member Renewal Specialist do?
- Field enquiries from current subscription members via multiple communication channels, including but not limited to phone, email, and Webchat.
- Engage with our active members, building and maintaining relationships to promote and support their happiness whilst on our subscription.
- Advise members on their current subscription options, identifying opportunities to change models and/or upsell, and ensuring a smooth transition between Vehicles.
- Manage renewal waiting lists and provide vehicle availability updates to ensure each member is kept informed and has an agreed follow-up communication action plan.
- Manage the allocation of pipeline and available vehicles to ensure fleet utilisation targets are met and facilitate renewals as required.
- Advise and guide members on the products and features offered by the service in detail, whilst upholding required member engagement standards, and consulting on the best solutions for the member’s requirements.
- Advocate the benefits of vehicle access over ownership, alongside the specifics of the offer proposition from our business.
- Administer and maintain accurate data input and validation, alongside process implementation to ensure the business operates compliantly in terms of customer eligibility and retention.
- Be an integral, forward-thinking member of the team and accountable for fostering a culture of continual operational improvement.
Skills & Experience
- Proven ability to build rapport and manage long-lasting relationships alongside the consultative selling of modern luxury products and services.
- Excellent communication skills (fluent in English, both written and verbal).
- Confidence and determination to offer valuable and meaningful propositions while problem-solving and overcoming obstacles to retain members on Pivotal subscriptions.
- Strong IT skills with experience in data input and analysis of information in Contact Management systems.
- Experience adhering to operational processes and flows alongside implementing business communication resources according to best practices.
- Marketing and commercial savvy, with an eye for identifying opportunities for individuals and businesses with needs that our service can meet.
- Skillset to work independently and manage your workload to achieve objectives, but also contribute to and support the objectives of the wider business.
- Ability to work effectively under pressure, react quickly, and meet tight deadlines.
- Determination, diplomacy, and excellent interpersonal skills.
- Passion for a fast-paced growth business and desire to be a part of a high-performing team.
- Experience in automotive sales, leasing, rental or luxury services is desirable but not mandatory.
Benefits
- Permanent contract
- Flexible Working Environment
- Health Cashback plan
- 25 days annual leave (plus an extra day off a year for your birthday)
- 2 paid days off for volunteer work.
- Salary: £28,000 to £33,500, depending on experience, & a quarterly bonus based on company performance.
- Be part of a fantastic, growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars.
Member Renewals Specialist, Pivotal & THE OUT in London employer: InMotion Ventures
Contact Detail:
InMotion Ventures Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Renewals Specialist, Pivotal & THE OUT in London
✨Tip Number 1
Get to know the company inside out! Research PIVOTAL and THE OUT, their services, and their mission. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be engaging with members through various channels, make sure you're comfortable chatting on the phone, writing emails, and using web chat. Role-play with a friend to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've gone the extra mile for customers. This will demonstrate your commitment to providing premium service, which is key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and ready to take the first step towards joining our fantastic team.
We think you need these skills to ace Member Renewals Specialist, Pivotal & THE OUT in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Member Renewals Specialist role. Highlight your experience in delivering premium luxury service and building relationships, as these are key to what we’re looking for!
Show Off Your Communication Skills: Since you'll be engaging with members through various channels, it’s important to showcase your excellent communication skills. Use clear and concise language in your application to demonstrate how you can connect with our customers.
Be Organised and Proactive: We love candidates who can manage their workload effectively. In your application, mention any experiences where you’ve successfully juggled multiple tasks or projects, as this will show us you can thrive in a fast-paced environment.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with PIVOTAL + THE OUT.
How to prepare for a job interview at InMotion Ventures
✨Know the Brands Inside Out
Before your interview, make sure you research both PIVOTAL and THE OUT thoroughly. Understand their unique offerings and how they differentiate themselves in the luxury automotive market. This knowledge will help you demonstrate your enthusiasm and fit for the role.
✨Showcase Your Customer Service Skills
As a Member Renewals Specialist, your ability to engage with customers is crucial. Prepare examples from your past experiences where you've gone the extra mile to provide exceptional service. Highlight how you built relationships and resolved issues effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer inquiries. Practice responses that showcase your consultative selling approach and how you would manage member renewals or upselling opportunities.
✨Demonstrate Your Organisational Skills
Since the role requires managing multiple accounts and communication channels, be prepared to discuss how you stay organised and prioritise tasks. Share specific tools or methods you use to keep track of member interactions and ensure follow-ups are timely.