Customer Experience Manager
Lotus Cars builds world-class, high-performance and lightweight sports cars that are sold all around the world.
Lotus Cars USA is responsible for the Marketing, Sales and After Sales of the Lotus products in the US region. To bring the company to the level we want it to be, we are looking for a Customer Experience Manager
We are seeking a highly motivated and experienced Automotive Customer Experience Manager to join our team at Lotus Cars USA. As a Customer Experience Manager, you will be responsible for providing support to Management and Team Members to provide exceptional customer service, fostering customer loyalty, and driving overall customer satisfaction.
- Embrace and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
- Monitor and collaborate with sales, service, and parts departments to ensure a seamless customer experience across the whole customer journey and all dealership operations.
- Monitor and evaluate customer feedback, reviews, and surveys to identify areas for improvement.
- Support and assist Department Managers and Team Members to resolve escalated customer issues and complaints in a timely and satisfactory manner.
- Stay updated on industry trends, customer preferences, and competitive landscape to drive continuous improvement in customer experience.
- Support Management and Team Members in developing and maintaining strong relationships with customers, ensuring personalized attention and a positive dealership experience.
- Analyze customer data and metrics to measure customer satisfaction, identify trends, and provide actionable insights to management.
- Lead and align with global functions on OK-to-buy and recall decisions.
- Experience in a customer service or customer experience management role within the automotive industry or similar.
- Bachelor’s degree in Business , Marketing or Communication.
- In-depth knowledge of automotive dealership operations and the sales process or similar industry.
- Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with customers and staff.
- Strong leadership and team management abilities.
- Exceptional problem-solving and conflict resolution skills.
- Proficient in customer relationship management (CRM) software and Microsoft Office Suite.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
- A customer-centric mindset with a passion for delivering exceptional experiences
Responsibilities:
Qualifications and Experience:
What we offer:
- We believe in compensating all our talented employees fairly. Ask us, and we can tell you upfront what our salary package would look like.
- We provide a company car scheme to make your commute smoother than a freshly waxed sports car.
- Enjoy your 25 vacation days, giving you ample opportunity to unwind, explore, or binge-watch your favourite shows.
- We work hybrid, meaning you will be in the office when necessary and you can work from home when you're needed there.
- Dental care
- Life insurance
- Medical savings plan
- Accident insurance
- Disability & vision
Additional Info:
- This role will be working from our US HQ in Texas within our flexible working policy.
- Candidates must be eligible to work in the USA without VISA sponsorship.
Our Company:
Group Lotus is a leading sports car manufacturer with a 75-year long history of iconic designs, groundbreaking engineering and legendary victories on the F1 track. Today we are transforming into a truly global performance car brand focused on the electrical future. In 2022 we launched the Eletre, the world’s first all-electric hyper-SUV, and in 2023 our fully-electric Hyper-GT Emeya. By 2026 Lotus will produce three more all-electric lifestyle models that change the game.
As part of the Lotus team, you push boundaries. Those of the car industry and of your own. Every member of the Lotus family has some of the pioneering mindset of founder Colin Chapman in them.
We're not just a car company; we're a diverse mix of talent from all walks of life. At Group Lotus, we firmly believe that diversity and inclusion are not just buzzwords but essential pillars of a thriving and successful organization. Read more here: Equity, Diversity & Inclusion in Lotus Cars.
Do you want to know what Sophisticated, Rebellious and Pioneering mean for Lotus Cars Europe? Come and take a look at our career site and join the incredible adventure:
- Department
- Sales/Aftersales
- Locations
- Texas
About Lotus USA
Group Lotus is a leading sports car manufacturer with a 75-year long history of iconic designs, groundbreaking engineering and legendary victories on the F1 track. Today we are transforming into a truly global performance car brand focused on the electrical future. In 2022 we launched the Eletre, the world’s first all-electric hyper-SUV, and in 2023 Emeya, our fully-electric Hyper-GT. By 2026 Lotus will produce three more all-electric lifestyle models that change the game.
As part of the Lotus team, you push boundaries. Those of the car industry and of your own. Every member of the Lotus family has some of the pioneering mindset of founder Colin Chapman in them.
Customer Experience Manager
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