At a Glance
- Tasks: Lead and develop a team to enhance customer experience post-sale.
- Company: Join Splend, a leader in green mobility and vehicle ownership innovation.
- Benefits: Enjoy bonuses, 25 days annual leave, birthday off, and health perks.
- Other info: Diverse and inclusive workplace with growth opportunities.
- Why this job: Shape the future of customer experience while driving sustainability.
- Qualifications: Experience in customer service leadership and a passion for operations.
The predicted salary is between 40000 - 50000 £ per year.
About Us
At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
You'll be excited to work in this role if...
- You enjoy coaching and seeing your team grow whilst encouraging coordinators to step up.
- You see the patterns behind the problems, an issue today is a process fix tomorrow, and you’re wired to look for both.
- You want to own the customer experience end-to-end, shaping how it works, not just running what’s already there.
About the role
As InLife Manager at Splend, you’ll be the strategic and operational leader of the customer experience post-sale at our Cricklewood hub. You’ll lead and develop a team of InLife Coordinators, own the end-to-end post-sale customer journey, and drive continuous improvement in how the hub runs. It’s a role for someone with a customer-first mindset, strong leadership instincts, and a genuine interest in how operations and customer experience fit together. Your focus is on creating a best-in-class ownership experience that drives retention, loyalty and scalable customer success.
What you'll be doing
- Lead, coach and develop a team of InLife Coordinators, setting objectives, running 1:1s, and building a culture of accountability and growth.
- Own the end-to-end post-sale customer journey, ensuring consistent, high-quality service across onboarding, enquiries, returns and exchanges.
- Act as the voice of the customer within the business, spotting pain points and shaping fixes.
- Oversee day-to-day hub operations including fleet readiness, scheduling and service coordination.
- Plan and manage team resources and workflows, resolving escalations and minimising service disruption.
- Collaborate cross-functionally with Sales, Product Experts and Fleet on customer needs and operational issues.
- Drive process improvements including identifying opportunities for innovation and automation.
- Monitor key performance metrics (NPS, retention, resolution times) and report on trends to inform strategy.
What you'll bring to Splend
- Proven experience leading operational or customer service teams in retail, automotive, or subscription-based environments.
- Strong track record in people management including coaching, performance management and team development.
- Deep understanding of customer lifecycle operations, ideally in a high-volume or service-driven setting.
- Excellent problem-solving and decision-making skills whilst under pressure.
- Strong commercial awareness and understanding how operations support business growth and retention.
- A Full UK licence required. You’ll be based at our Cricklewood Hub.
Benefits & Support
- Bonus scheme: Opportunity to earn based on your performance.
- Annual leave: 25 days + bank holidays.
- Day off for your Birthday!
- Salary packaging with 15% employer contributions for Electric Vehicles.
- Dedicated Learning & Development platform.
- Private Health Insurance and Monthly Wellness Allowance.
- Employee Assistance Program.
Diversity & Inclusion
At Splend, we value diversity and inclusion and consider it key to our success. We’re dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.
If this role sounds like you, but you're not quite sure if you meet every requirement, apply anyway. We're interested in the whole person - your attitude, your potential, and what you'd bring to the team - not just a checklist of credentials. We'd rather hear from you than have you talk yourself out of it.
When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.
Customer Experience Manager in London employer: Splend
At Splend, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions growth and innovation. Located at our Cricklewood hub, you will benefit from a supportive environment with a strong focus on employee development, competitive bonuses, and unique perks like salary packaging for electric vehicles. Join us in our mission to revolutionise vehicle ownership while enjoying a fulfilling career that prioritises your well-being and professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Splend. 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 Splend 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 Customer Experience Manager in London
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 Splend:Your cover letter is your chance to shine! Tell us why you want to work at Splend 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 Splend!
How to prepare for a job interview at Splend
✨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.
