At a Glance
- Tasks: Create an exceptional ownership journey for Lotus drivers and build brand loyalty.
- Company: Join Lotus, a premium automotive brand with a passion for customer experience.
- Benefits: Enjoy 25 days holiday, private healthcare, and exclusive employee discounts.
- Other info: This is a full-time role based in Coventry with opportunities for travel.
- Why this job: Shape the future of Lotus ownership and engage with a passionate community.
- Qualifications: Experience in customer experience, community management, and brand advocacy is essential.
The predicted salary is between 60000 - 80000 £ per year.
About the Role
At Lotus, ownership doesn't end when a customer receives the keys—it begins. We're looking for an experienced Ownership Experience Manager to create an exceptional ownership journey that transforms Lotus drivers into passionate advocates, building engagement, loyalty and lasting emotional connections with the brand. This role combines customer experience, community management, advocacy, CRM, social engagement and customer insight to deliver a best-in-class ownership experience across both Lifestyle and Sports Cars. You'll work cross-functionally with Customer Care, Aftersales, Retailers, CRM, Analytics, Brand and Marketing teams to ensure every interaction strengthens the relationship between our customers and Lotus.
Key Responsibilities
- Ownership Experience
- Design and deliver a premium ownership experience strategy that increases customer satisfaction, retention and brand advocacy across Lifestyle and Sports Cars.
- Develop and manage owner engagement programmes, including exclusive events, driving experiences, product previews and regional community initiatives across European markets.
- Create scalable owner communications with CRM that keep customers informed, engaged and excited throughout their ownership lifecycle.
- Coordinate and communicate software update rollouts, ensuring customers receive clear, timely and engaging communications.
- Community & Advocacy
- Build and nurture the Lotus owner community across digital and physical touchpoints, including the Lotus App, Owner Forums and community events.
- Develop customer advocacy programmes that identify and engage brand ambassadors, influential owners, advocates and detractors to encourage user-generated content, referrals and commissioned brand content globally, with regional adaptation.
- Establish loyalty and rewards programmes that recognise customer engagement, referrals and long-term ownership (e.g. referral and test-drive advocacy programmes).
- Lead initiatives that transform negative customer experiences into positive brand moments, strengthening trust and long-term loyalty.
- Community Management & Social Engagement
- Actively monitor and respond to negative comments, customer concerns and service-related discussions in a timely and professional manner.
- Drive proactive engagement across social media, online forums and key community platforms, moving beyond reactive moderation to meaningful relationship building.
- Act as a trusted brand advocate, shaping conversations, reinforcing key messages and building credibility within the Lotus community.
- Implement social listening programmes to monitor customer sentiment, emerging topics, market trends and potential reputation risks, translating insights into action.
- Customer Insight & Continuous Improvement
- Own the Voice of the Customer, proactively identifying pain points and leading cross-functional initiatives to improve the ownership experience.
- Monitor customer sentiment, feedback and NPS performance, translating insights into measurable improvements across Sales, Service, Product and Customer Care.
- Partner closely with Analytics, Customer Care, Aftersales, CRM, Brand, Marketing and Retailers to resolve recurring customer issues and optimise end-to-end customer journeys.
- Define and track ownership experience KPIs including customer satisfaction, engagement, retention, advocacy, referrals and community growth.
- Strategy & Benchmarking
- Benchmark Lotus ownership and community experiences against industry-leading brands including Rivian, Tesla, Apple and Octopus Energy, as well as upper-premium automotive and luxury lifestyle brands, identifying best practices that elevate customer experience and community standards.
- Develop frameworks that continuously raise the quality of customer engagement, community management and loyalty programmes.
Growth Opportunities (Stretch Objectives)
- Expand brand advocacy through Lotus merchandise and lifestyle initiatives.
- Develop strategic commercial partnerships that enhance the ownership experience, including collaborations with charging providers and premium lifestyle brands.
- Assess dealer-led advocacy and incentive programmes in partnership with Customer Service, CRM and Retail teams.
What You'll Bring
- Significant experience in customer experience, community management, customer loyalty, CRM or brand advocacy within automotive, luxury, premium consumer or technology brands.
- Demonstrated experience building engaged customer communities across digital and physical channels.
- Strong understanding of customer lifecycle management, advocacy programmes and loyalty strategies.
- Experience using social listening platforms and translating customer insights into business improvements.
- Excellent stakeholder management skills with the ability to influence cross-functional teams.
- Strong communication, presentation and relationship-building skills.
- Commercial mindset with the ability to balance customer satisfaction and business objectives.
- Passion for premium brands and creating exceptional customer experiences.
Success Measures
- Increased customer satisfaction and Net Promoter Score (NPS).
- Higher owner engagement across digital communities, events and programmes.
- Growth in customer advocacy, referrals and user-generated content.
- Reduced recurring customer complaints and service friction.
- Stronger emotional connection between owners and the Lotus brand.
- Positive community sentiment and improved brand reputation across owned and social channels.
This is a senior, strategic role requiring an experienced customer experience and community professional who can shape the future of Lotus ownership while building one of the world's most passionate automotive communities.
What we offer:
- 25 days’ holiday plus bank holidays.
- Pension scheme access.
- Annual bonus - non contractual.
- Private Healthcare.
- Access to the Employee Car Ownership Scheme.
- Group income protection based on length of service.
- Family Friendly policies.
- Exclusive Employee discount, wellbeing and recognition platform #ForUSLOT.
Additional Information:
- This role will be working from our Coventry office.
- This role will be working on-site, full time.
- Frequent travel might be required to visit different entities. Applicants must therefore possess the ability to travel freely without restrictions.
- Candidates must be eligible to work in the UK without VISA sponsorship.
- We welcome applications from individuals of all backgrounds and are dedicated to providing reasonable adjustments during the interview process. If you require any special assistance or adjustments, please let us know in advance so we can ensure a fair and accessible interview experience.
Ownership Experience Manager – Customer Community & Loyalty in Coventry employer: Lotus UK
At Lotus, we pride ourselves on creating a vibrant and inclusive work culture that fosters employee growth and innovation. As an Ownership Experience Manager based in Coventry, you'll enjoy a competitive salary alongside generous benefits such as 25 days of holiday, private healthcare, and access to our Employee Car Ownership Scheme. Join us in shaping exceptional customer experiences while being part of a passionate team dedicated to building lasting connections with our community.
StudySmarter Expert Advice🤫
We think this is how you could land Ownership Experience Manager – Customer Community & Loyalty in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lotus UK. 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 Lotus UK 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 Ownership Experience Manager – Customer Community & Loyalty in Coventry
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 Lotus UK:Your cover letter is your chance to shine! Tell us why you want to work at Lotus UK 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 Lotus UK!
How to prepare for a job interview at Lotus UK
✨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.
