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 3, merging PIVOTAL and THE OUT brands.
- Benefits: Enjoy flexible working, health cashback, 25 days leave, and a bonus based on performance.
- Other info: Work from home with occasional travel to our London office and grow in a fast-paced environment.
- Why this job: Be part of a revolution in luxury automotive services and make a real impact.
- Qualifications: Strong communication skills and experience in delivering premium customer service.
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.
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.
What we offer
- 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 employer: InMotion Ventures
InMotion Ventures 3 is an exceptional employer that fosters a dynamic and innovative work culture, where employees are empowered to make a significant impact in the luxury automotive sector. With a focus on employee growth, we offer flexible working arrangements, generous annual leave, and opportunities for professional development, all while being part of a passionate team dedicated to reshaping vehicle usership. Join us in London and experience a rewarding career that prioritises both personal and professional fulfilment.
StudySmarter Expert Advice🤫
We think this is how you could land Member Renewals Specialist, Pivotal & THE OUT
✨Tip Number 1
Network like a pro! Reach out to friends, family, and even acquaintances who might have connections in the automotive industry. A personal referral can make all the difference when you're trying to land that Member Renewals Specialist role.
✨Tip Number 2
Prepare for those interviews by researching PIVOTAL and THE OUT thoroughly. Understand their services and values so you can show how your skills align with their mission to revolutionise vehicle usership. We want to see your passion!
✨Tip Number 3
Practice your communication skills! Since you'll be engaging with members via phone, email, and webchat, it’s crucial to convey your ideas clearly and confidently. Role-play with a friend or record yourself to improve.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Member Renewals Specialist, Pivotal & THE OUT
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 customer service and any relevant skills that align with our mission at PIVOTAL and THE OUT.
Showcase Your Communication Skills:Since you'll be engaging with members through various channels, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you would interact with our customers.
Highlight Your Organisational Skills:Being organised is key in this role. Share examples of how you've managed multiple tasks or projects effectively in the past. This will show us that you can handle the demands of managing member accounts smoothly.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team!
How to prepare for a job interview at InMotion Ventures
✨Know the Brands Inside Out
Before your interview, make sure you understand both PIVOTAL and THE OUT. Familiarise yourself with their services, values, 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, you'll be engaging with customers regularly. Prepare examples from your past experiences where you've gone above and beyond to provide excellent service. Highlight your ability to build relationships and resolve issues effectively.
✨Be Ready to Discuss Upselling Techniques
Since the role involves advising members on subscription options and upselling, think of strategies you’ve used in the past to identify opportunities for upselling. Be prepared to discuss how you can apply these techniques to enhance member satisfaction and retention.
✨Demonstrate Your Organisational Skills
This position requires strong organisational abilities. Come prepared with examples of how you've managed multiple tasks or projects simultaneously. Discuss any tools or methods you use to stay organised, especially when working independently.
