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Customer Experience Manager
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Customer Experience and Proposition Manager
Location: Milton Keynes
Contract: Permanent, Full Time
Working pattern: Agile hybrid working, with a minimum of 60% of working time based in an office or business location
Salary: Competitive
Industry: Automotive and Commercial Vehicles
Overview
Our client, a major organisation within the automotive sector, is seeking an experienced Customer Experience and Proposition Manager to develop compelling customer propositions and lead the end-to-end ownership experience across commercial and lifestyle customer segments.
Reporting to the Head of Sales, you will shape the customer experience strategy across acquisition, ownership, aftersales, loyalty, and repurchase. You will use customer insight, commercial data, and stakeholder input to identify friction, improve performance, and deliver clear customer journey enhancements across online and offline channels.
The role also carries significant responsibility for fleet aftersales performance. You will work directly with key fleet customers, senior fleet leaders, internal teams, and network partners to resolve complex issues, improve vehicle uptime, and support the delivery of strategic aftersales objectives.
This is a senior, commercially focused opportunity for a customer-led leader who can translate complex insight into practical action and influence decision-making across a large stakeholder network.
Responsibilities
- Develop customer propositions for commercial and lifestyle customers in line with the wider brand and commercial strategy.
- Own the end-to-end customer experience strategy across acquisition, sales, ownership, aftersales, loyalty, and repurchase.
- Create and maintain a customer experience roadmap covering all channels, touchpoints, and customer segments.
- Drive performance across online and offline customer journeys.
- Use customer insight, intelligence, and performance data to identify journey friction and improvement opportunities.
- Develop and oversee targeted improvement plans that enhance customer satisfaction, retention, and commercial performance.
- Ensure customer experience activity is aligned across sales, aftersales, digital, and wider in-life touchpoints.
- Lead direct engagement and decision-making with key fleet customers and senior fleet stakeholders.
- Work with internal teams and network partners to deliver fleet aftersales objectives.
- Act as the senior authority for fleet aftersales matters within the business.
- Support technical escalations and lead cross-functional resolutions to improve vehicle uptime.
- Manage third-party suppliers, ensuring service quality, performance, and value for money.
- Hold responsibility for relevant budgets, investment decisions, and financial performance.
- Present complex customer, commercial, and operational information as clear, actionable recommendations.
- Influence senior stakeholders and build alignment around customer-focused priorities.
- Monitor the performance and impact of customer propositions and experience initiatives.
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Requirements
Essential
- Experience operating at a senior level within a large or complex organisation.
- Strong leadership capability and a track record of influencing cross-functional delivery.
- Experience developing customer propositions, customer experience strategies, or service improvement programmes.
- A strongly customer-centred approach, supported by the effective use of insight and intelligence.
- Experience managing third-party suppliers and external partners.
- Budget ownership and financial management experience.
- Strong commercial and financial acumen.
- Excellent analytical skills and confidence working with complex data.
- Strong data presentation skills, with the ability to translate detailed topics into clear action plans.
- Confidence communicating with and influencing a diverse range of senior stakeholders.
- Strong decision-making, problem-solving, and stakeholder-management skills.
- The ability to lead complex issues through to resolution across multiple teams.
Desirable
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- Experience within automotive, fleet, transport, mobility, aftersales, or commercial vehicle environments.
- Experience managing end-to-end customer journeys across digital and physical channels.
- Knowledge of fleet operations, vehicle uptime, or technical escalation processes.
- Experience improving customer retention, loyalty, or repurchase performance.
- Familiarity with dealer, retailer, or partner-operated networks.
- Experience designing customer propositions for both business and consumer audiences.
Benefits
Our client offers a competitive reward and benefits package, including:
- Competitive salary.
- Discretionary performance-related bonus.
- Employee vehicle schemes, including options for eligible family members.
- Fuel card.
- Enhanced employer pension contributions.
- Private healthcare.
- 27 days of annual leave plus UK Bank Holidays.
- Life assurance at four times salary.
- Health and wellbeing support.
- A wide range of flexible benefits designed to suit different lifestyles and personal circumstances.
- Agile and hybrid working arrangements.
- Access to extensive learning and professional development resources.
- Internal and external mentoring opportunities.
- One-to-one coaching and career development support.
- Opportunities to explore future roles across a large, multi-brand organisation.
- Employee recognition initiatives.
Application Process
Submit your application through the relevant online application portal as soon as possible.
Our client may close the vacancy before the advertised deadline if a high volume of applications is received. Applications cannot normally be considered after the vacancy has closed.
Our client is committed to creating a diverse, inclusive, and non-discriminatory workplace. Applications are welcomed from candidates of all backgrounds, experiences, and perspectives.
The selection process may include an application review, competency-based interview, and assessment of relevant customer experience, commercial leadership, and stakeholder-management expertise.
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