Group Lotus
Ownership Experience Manager – Customer Community & Loyalty
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Ownership Experience Manager – Lotus Cars
About The Role
At Lotus, ownership doesn’t end when a customer receives the keys—it begins. We’re looking for an experienced Ownership Experience Manager to create an exceptional ownership journey that transforms Lotus drivers into passionate advocates, building engagement, loyalty and lasting emotional connections with the brand.
This role combines customer experience, community management, advocacy, CRM, social engagement and customer insight to deliver a best-in-class ownership experience across both Lifestyle and Sports Cars. You’ll work cross-functionally with Customer Care, Aftersales, Retailers, CRM, Analytics, Brand and Marketing teams to ensure every interaction strengthens the relationship between our customers and Lotus.
Key Responsibilities
Ownership Experience
- Design and deliver a premium ownership experience strategy that increases customer satisfaction, retention and brand advocacy across Lifestyle and Sports Cars.
- Develop and manage owner engagement programmes, including:
- Exclusive events
- Driving experiences
- Product previews
- Regional community initiatives
- Create scalable owner communications via CRM platforms that keep customers informed, engaged and excited throughout their ownership lifecycle.
- Coordinate and communicate software update rollouts, ensuring customers receive clear, timely and engaging communications.
Community & Advocacy
- Build and nurture the Lotus owner community across digital and physical touchpoints, including:
- The Lotus App
- Owner Forums
- Community events
- Develop customer advocacy programmes that:
- Identify and engage brand ambassadors, influential owners, advocates and detractors
- Encourage user-generated content, referrals and commissioned brand content
- Adapt globally and regionally
- Establish loyalty and rewards programmes, recognising customer engagement, referrals and long-term ownership (e.g., referral and test-drive advocacy programmes).
- Lead initiatives to transform negative customer experiences into positive brand moments, strengthening trust and long-term loyalty.
Community Management & Social Engagement
- Actively monitor and respond to negative comments, customer concerns and service-related discussions in a timely and professional manner.
- Drive proactive engagement across social media, online forums and key community platforms, shifting from reactive moderation to meaningful relationship-building.
- Act as a trusted brand advocate, shaping conversations and reinforcing key messages to build credibility within the Lotus community.
- Implement social listening programmes to track:
- Customer sentiment
- Emerging topics
- Market trends
- Potential reputation risks
- Translate insights into actions that improve experience and engagement.
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Customer Insight & Continuous Improvement
- Own the Voice of the Customer by identifying pain points and leading cross-functional initiatives in Sales, Service, Product and Customer Care.
- Monitor customer sentiment, feedback and NPS performance, translating insights into measurable improvements.
- Partner closely with Analytics, Customer Care, Aftersales, CRM, Brand, Marketing and Retailers to:
- Resolve recurring customer issues
- Optimise end-to-end customer journeys
- Define and track ownership experience KPIs, including:
- Customer satisfaction
- Engagement
- Retention
- Advocacy
- Referrals
- Community growth
Strategy & Benchmarking
- Benchmark Lotus ownership and community experiences against:
- Industry-leading brands (e.g., Rivian, Tesla, Apple, Octopus Energy)
- Upper-premium automotive and luxury lifestyle brands, identifying best practices that raise customer experience and community standards.
- Develop frameworks to continuously enhance customer engagement, community management and loyalty programmes.
Growth Opportunities (Stretch Objectives)
- Expand brand advocacy through Lotus merchandise and lifestyle initiatives.
- Develop strategic commercial partnerships to enhance the ownership experience, including collaborations with:
- Charging providers
- Premium lifestyle brands
- Partner with Customer Service, CRM and Retail teams to assess dealer-led advocacy and incentive programmes.
What You’ll Bring
- Significant experience in:
- Customer experience
- Community management
- Customer loyalty
- CRM
- Brand advocacy
- Experience within:
- Automotive
- Luxury
- Premium consumer
- Technology sectors
- Demonstrated ability to build and manage engaged customer communities across digital and physical channels.
- Strong understanding of:
- Customer lifecycle management
- Advocacy programmes
- Loyalty strategies
- Experience using social listening platforms and translating insights for business improvement.
- Excellent stakeholder management skills, with the ability to influence cross-functional teams.
- Strong communication, presentation and relationship-building skills.
- A commercial mindset that balances customer satisfaction and business objectives.
- Passion for premium brands and exceptional customer experiences.
Success Measures
- Increased:
- Customer satisfaction
- Net Promoter Score (NPS)
- Higher ownership engagement across:
- Digital communities
- Events
- Programmes
- Growth in:
- Customer advocacy
- Referrals
- User-generated content
- Reduced:
- Recurring customer complaints
- Service friction
- Stronger emotional connection between owners and the Lotus brand
- Positive community sentiment and improved brand reputation across owned and social channels
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This is a senior, strategic role, requiring an experienced customer experience and community professional who can shape the future of Lotus ownership and build one of the world’s most passionate automotive communities.
What We Offer
- Competitive salary
- 25 days’ holiday, plus bank holidays
- Access to a pension scheme
- Annual bonus (non-contractual)
- Private Healthcare
- Employee Car Ownership Scheme
- Group income protection (based on length of service)
- Family-Friendly policies
- #ForUSLOT (employee discount, wellbeing, and recognition platform)
Additional Information
- Work location: Tertiary to the Coventry office (onsite, full-time).
- Frequent travel required to visit offices/entities — applicants must be able to travel freely without restrictions.
- UK work eligibility: Applicants must be eligible to work in the UK without visa sponsorship.
About Lotus
Group Lotus is a leading sports car manufacturer with 75 years of iconic designs, groundbreaking engineering and legendary victory-at-the-race pedigree. Today, we’re pioneering a global performance car brand, focused on the electrified future. Recent milestones include the launch of:
- Eletre (world’s first all-electric hyper-SUV, 2022)
- Emeya (fully-electric Hyper-GT, 2023)
As part of Lotus, you don’t just push boundaries—you transcend them. Collaboration spans across Formula 1-inspired engineering principles to inclusive, global innovation.
Driven by an ethos rooted in founder Colin Chapman’s pioneering spirit, Lotus values diversity, innovation and informal collaboration. Here, everyone—regardless of background—pursues excellence and leaves their mark.
Commitment to Inclusivity
We believe in diversity as a core value, not just as a policy. Lotus ensures reasonable accommodations during the hiring and interview process to equip all applicants for an inclusive, fair experience. If you’re interested in this role and need special assistance, please let us know.
Join The Adventure
Ready to step outside the ordinary? Explore career opportunities at Lotus Careers and help shape tomorrow’s most sophisticated, rebellious and pioneering brand. Join the world’s first truly global high-performance brand at Lotus Cars. Feed your fire. Build your legacy. Pioneer.
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