Brand Experience Manager

The Car Shop
Norwich, UK
15 Aug 2019
09 Sep 2019
Contract Type
Full Time
As a Brand Experience Manager you will be responsible for:
  • To support the store retail and service operation to generate the highest levels of customer experience
    in response to customer feedback. To share both positive and negative customer and observational feedback to both colleagues and managers to ensure visibility and improvement over issues and recognition and sharing of best practice.
  • To train, coach and develop their direct report and store colleagues to deliver a consistent high quality of service for every customer in their respective teams. To hold store colleagues to account for their delivery of customer service.
  • To personally demonstrate the highest levels of customer focus and understanding to set the standard for the store teams and lead a customer orientated culture.
  • To work with all stores teams to ensure excellent communication to manage customer flow, minimise wait times and ensure operational process changes are well implemented to the benefit of the customer.
  • To manage the Customer Experience Manager to ensure the Vehicle Collections team deliver high quality vehicle handover experiences for all customers, including all administrative and vehicle preparation activity.
  • To manage Customer Experience Manager to manage the Customer Services team to handle all contacts with integrity, honesty and professionalism in all circumstances to ensure timely and satisfactory resolution for all issues.
  • To act as the customer's advocate within the store to ensure that all departments remain focused on the customer using customer feedback to drive constant improvement to customer KPIs and ensure targets are met. To complete monthly store 'customer experience' reviews and support the store management team to devise and implement action plans to improve customer metrics and experience.
  • To maintain an excellent understanding of appropriate legislation and business function processes in relation to the selling of used vehicles and to share best practice across the Brand Experience Manager peer group. To attend appropriate training and launch activity for new process and initiatives where this will impact upon the customer.
  • To become an expert in the gathering and interpretation of customer feedback through electronic and
    direct contact to identify trends and promote appropriate solutions. To provide weekly reporting and analysis of feedback and customer metrics to identify trends and issues. To work as part of the Brand Experience Manager peer group and with the Head of Customer to shape the customer experience to the customer and company's benefit to ensure high levels of customer satisfaction and retention.

What Next?

CarShop aims to be the employer of choice within the motor retail industry. We put a lot of time and effort into finding and nurturing the very best candidates for every job, recognising and rewarding your achievements and supporting your personal development.

Achieving this goal will help us maintain our position as the UK's leading used car supermarket group. It will also enable us to set the standard by which all other motor dealerships and car supermarkets are measured. Established in 1999, CarShop have a £700 million annual turnover, 55,000+ annual retail sales, up to 9,000 cars in group stock at any one time, over 1400 employees, 20 years of experience, 9 huge retail stores, and great ambition for continued innovation and success.

Once you have completed your application, our People Team will initially consider your skills and experience based on your CV and application. If suitable, our team will then contact you to advise you of the next stage. However if you have any questions before applying please contact Jayke Annan on 07889590396 or

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