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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. 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 problems, turning an issue today into a process fix tomorrow, and you’re wired to look for them.
- You want to own the customer experience end-to-end, shaping how it works rather than simply running what’s already in place.
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. This is a role for someone who embodies a customer-first mindset, has strong leadership instincts, and a genuine interest in how operations and customer experience integrate. 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 clear objectives, conducting 1:1s, and fostering 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, identifying pain points and championing process fixes.
- Oversee day-to-day hub operations, including fleet readiness, scheduling, and service coordination.
- Plan, manage, and optimize team resources and workflows, resolving escalations and minimising service disruptions.
- Collaborate cross-functionally with Sales, Product Experts, and Fleet teams to address operational issues and customer needs.
- Drive process improvements, identifying opportunities for innovation and automation while ensuring efficiency.
- Monitor key performance metrics (NPS, retention rates, resolution times) and report trends to inform strategic decisions.
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What You'll Bring to Splend
- Proven experience leading operational or customer service teams in retail, automotive, or subscription-based environments.
- A strong track record in people management, including coaching, performance management, and team development.
- Deep knowledge of customer lifecycle operations, ideally in a high-volume or service-driven setting.
- Excellent problem-solving and decision-making skills, even under pressure.
- Strong commercial awareness and understanding of how operations fuel business growth and retention.
- A full UK driving licence is required.
- You will be based at our Cricklewood Hub.
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Benefits & Support
Financial & Career Growth
- ⚡ Bonus scheme: Opportunity to earn based on your performance.
- 📚 Dedicated Learning & Development platform.
Well-being
- 🏖️ Annual leave: 25 days + bank holidays.
- 🎂 Birthday off work!
- ❤️🩹 Private Health Insurance.
- 💰 Monthly Wellness Allowance.
- 💭 Employee Assistance Program.
Work-Life Balance & Compensation
- 🚘 Salary packaging with 15% employer contributions for electric vehicles.
Our Process
- Intro with our Talent team: Discuss your background, aspirations, and ask questions.
- Interview with the hiring manager: Align your experience with the role’s requirements.
- Practical case study (if applicable): Assess your problem-solving skills.
- Final interview: Discuss Splend’s long-term vision and address remaining questions.
Diversity & Inclusion
At Splend, we value diversity and inclusion as key drivers of success. We commit to creating a workplace where everyone is respected and supported and celebrate differences in race, gender, age, sexual orientation, religion, and ability—seeking diverse perspectives to propel us forward.
If this role resonates with you but you’re unsure about meeting all requirements, apply anyway! We prioritise your attitude, potential, and what you’d bring to the team over a strict checklist.
When applying, let us know if you require any reasonable adjustments during the interview process.
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