Full-time Permanent Mid-level Senior
Description
Pay: £35,000.00 - £40,000.00 per year
Location: Malvern, Worcestershire
The Company
Since 1909, Morgan Motor Company has been creating sports cars that celebrate craftsmanship, engineering and the simple pleasure of driving. Every Morgan is coach built by hand at our home in Malvern, where traditional skills sit alongside contemporary design and manufacturing techniques.
More than a century after the first Morgan was built, our historic factory remains the heart of the business. Admired and enjoyed around the world, each sports car reflects the care, skill and attention of those who build them.
At Morgan, every contribution matters. You'll work alongside passionate and talented colleagues, see the impact of your work first-hand, and help shape the next chapter of a company that remains true to its roots while continuing to evolve.
The Role
The Commercial Experience Manager is responsible for leading and delivering the ambitious commercial growth strategy of Morgan’s retail and visitor programmes within the Morgan Experience department.
The role will maximise revenue opportunities across retail and experiential offerings, while maintaining strong commercial discipline and target profit margins. This includes responsibility for both the physical retail environment within the Morgan Experience Centre and the global online official merchandise platform, alongside the continued development and growth of Morgan’s visitor and experience programmes.
Working cross-functionally, the Commercial Experience Manager will provide strong team leadership, identify and deliver new commercial opportunities, and ensure Morgan’s brand values and standards of excellence are consistently reflected throughout the entire customer journey.
As part of a small and collaborative team, all colleagues are expected to support the wider Experience function and contribute flexibly to the day-to-day operation of the department. This may include assisting with general administrative duties such as answering telephone calls, making new bookings, greeting customers and visitors, handling general enquiries, and responding to communications via email and other channels as required.
Key Responsibilities
- Develop and deliver a clear commercial strategy across retail and experiential programmes, aligning both functions under a cohesive growth plan.
- Identify, evaluate and implement new revenue opportunities across all Morgan Experience commercial activities.
- Drive sustainable revenue growth while protecting departmental margin and profitability targets.
- Support annual business planning, budgeting and forecasting processes.
Retail Management
- Lead the strategic development and day-to-day commercial performance of the onsite retail operation within the Morgan Experience Centre.
- Oversee the growth and optimisation of Morgan’s official global online merchandise platform.
- Develop product, merchandising and promotional strategies that enhance customer engagement and commercial performance.
- Monitor stock performance, product mix and inventory efficiency to maximise return.
- Manage and grow the commercial performance of Morgan’s visitor and experiential programmes.
- Continually review the customer offering to identify opportunities for innovation, enhancement and incremental revenue.
- Support the creation of new products, packages and commercial partnerships that strengthen the Morgan Experience proposition.
Digital Customer Journey
- Own and maintain the Morgan Experience Centre pages, working closely with the web development team and internal stakeholders, including the Customer Service Manager.
- Continuously improve digital content, functionality and the online customer journey to support engagement and increased revenue.
Commercial Analysis & Reporting
- Own departmental commercial reporting, delivering regular analysis on revenue performance, profitability, opportunities, risks and emerging trends.
- Translate performance insight into clear and proactive action plans.
- Develop and maintain effective systems that support commercial success, including booking systems, payment platforms, stock management and reporting tools.
- Ensure all systems and processes remain efficient, scalable and commercially robust.
Cross-Functional Collaboration
- Work closely with the Customer Service Manager to ensure consistently high levels of customer service are delivered across all touchpoints.
- Partner with the Brand Experience Manager to identify and deliver cross-functional growth opportunities.
- Support relevant brand collaborations and partnerships that enhance both commercial performance and the customer experience.
- Build strong working relationships across wider Morgan departments to ensure alignment and delivery.
Leadership & Team Development
- Lead, coach and develop team members across retail, customer service and customer experience functions.
- Create a high-performing, collaborative and accountable team culture.
- Conduct regular one-to-one meetings, objective setting and performance reviews.
- Identify training and development opportunities to support both individual and team progression.
- Support recruitment, onboarding and succession planning across relevant functions.
- Manage team rotas, workloads and resource planning to ensure operational efficiency and service excellence.
- Maintain the highest standards of quality, professionalism and operational excellence across all areas of responsibility.
- Champion continuous improvement, seeking opportunities to improve efficiency, profitability and customer satisfaction.
- Ensure all activity reflects Morgan’s brand values, premium customer expectations and commitment to exceptional experiences.
- Systems & Digital Capability – Strong knowledge of booking platforms and retail systems, with the ability to use technology effectively to support operational efficiency and customer experience.
- Commercial Awareness – Strong business acumen with the ability to balance customer needs, commercial priorities, and overall department performance.
- People Leadership – Experience leading, developing, and motivating teams to deliver high performance, accountability, and strong customer outcomes.
Develop and deliver innovative growth strategies, identify new revenue opportunities, and achieve ambitious commercial targets by embodying a pioneering spirit, exceeding expectations, and driving long-term sustainable growth.
Lead and optimise both physical retail and digital channels to deliver premium, differentiated customer experiences that are proudly different, commercially effective, and reflective of Morgan’s unique brand identity.
Leadership & Cross-Functional Collaboration
Inspire and develop high-performing teams while moving as one across functions, fostering collaboration, accountability, and a culture that nurtures talent and collective success.
Brand & Commercial Excellence
Maintain exceptional brand standards while balancing customer experience and profitability—ensuring every interaction exceeds expectations and reinforces Morgan’s distinctive character.
Performance & Financial Management
Apply strong commercial discipline through effective P&L ownership, KPI management, budgeting, and data‑led decision‑making, delivering measurable results with a pioneering and accountable mindset.
Relationship Building & Stakeholder Engagement
Forge meaningful connections with customers, partners, and colleagues, building trusted relationships that strengthen loyalty, enhance collaboration, and create long‑term value for the business and brand.
Working Hours, Salary & Holiday
- 37.5 hours per week Monday to Friday
- 247.5 hours of holiday per year
- Standard Life Pension scheme (5% contribution from Morgan), including a salary sacrifice pension scheme
- Legal & General Life Cover (twice annual salary)
- Octopus Electric Vehicle Salary Sacrifice Scheme
- Cycle to work salary sacrifice scheme
- Charity payroll giving scheme
- BUPA private medical insurance (single, couples and family cover available)
- Enhanced paternity, maternity & sick pay benefits
- Legal & General Employee Assistance Programme for 24‑hour support
- Access to a team of trained Mental Health First Aiders
- Paid time off for medical appointments
- Occupational health referrals as required
- Retirement Wind Down Policy
- Flexible Working Policy
- Sabbatical Policy
Staff Engagement & Community
- Staff discount (vehicles/parts/merchandise/tours)
- Discounted menu from the Morgan café.
- Free entry to Morgan events for staff and their families
- Employee Referral Scheme
- Long service awards & birthday gifts
Equality, Diversity & Inclusion Statement
We are committed to fostering an inclusive and diverse workplace where all individuals feel valued and respected. The successful candidate will demonstrate a strong commitment to inclusion, ensuring that their actions, communication, and decision‑making reflect an appreciation for diverse perspectives. They will actively contribute to creating a welcoming environment for colleagues of all backgrounds, abilities, and experiences, and promote equality in both internal and external interactions. A proactive approach to addressing potential barriers to inclusion and embracing a culture of openness and collaboration is essential for this role.
