INEOS Automotive:
We have one goal. To manufacture, launch and deliver an uncompromising, best-in-class 4x4 for those who depend on a vehicle as a working tool. We're building the Grenadier from the ground up, component by component. No corners cut and no easy options. It's been an exciting journey since our inception in 2017 hitting the huge milestone of starting production in 2022. 2023 will be another big year as we launch to our global markets.
We have assembled a team of world-class experts who roll up their sleeves and get stuck in and we are looking for more doers that think big. More thinkers that dive in and do. More people that make things happen. We're a diverse workforce of tenacious, straight-talking experts and we are looking for spirited innovators who thrive in a challenge. If you are looking to join a scale-up business and take on a fulfilling and career-defining role, then let's talk.
The Role: Customer Experience Manager
Working closely alongside the Head of Sales & Distribution and wider Commercial teams, the role is required to define and develop the Grenadier Customer Life cycle management strategy, create a detailed plan and continuously improve the Customer experience. Defining overall details of the data strategy in collaboration with Sales, Aftersales & Marketing in support of the global Commercial strategy. Oversees requirements for qualitative customer research and customer insight analysis by sales channels and definition of customer centric analytics, reporting and KPIs. The role is to refine IT systems requirements, consulting during implementation for a maximised and efficient outcome.
Duties of the Customer Experience Manager:
- Develop Customer Experience strategy, vision and roadmap - constantly challenge the status quo of modern forward-thinking retailing and customer experience
- Proven success in delivering a customer centric and direct to consumer model
- Define end to end customer life cycle management
- Create consumer insight and research initiatives, using data to determine useful development & improvement ideas
- Define Customer journey - sales/service and ownership in collaboration with internal and external stakeholders
- Represent the voice of the customer across the business
For our Customer Experience Manager we are looking for:
- Proven track record in a B2B and B2C environments
- Previous experience of delivering an CX vision and roadmap, preferably within automotive industry
- Demonstrated experience in customer management, distilling complex business problems and proposing simple, elegant and customer-centric experiences that work across all digital touchpoints
- An empathetic, yet data-led Customer champion, capable of enhancing experience through customer service, product and marketing
- Up-to-date knowledge with the latest trends within the industry. Strong customer experience and CRM background. Creative with ability to think outside the box
- A customer first mentality and the willingness to go above and beyond for them
- Strong analytical and problem-solving skills
If the role sounds of interest and you want to learn more please apply. Please include a covering letter that supports your application along with any other supporting information.
If your application is successful one of the team will be in touch to arrange an initial conversation!