Group Lotus
Ownership Experience Manager – Customer Community & Loyalty
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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 and regional community initiatives across European markets.
- Create scalable owner communications with CRM 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 and community events.
- Develop customer advocacy programmes that identify and engage brand ambassadors, influential owners, advocates and detractors to encourage user-generated content, referrals and commissioned brand content globally, with regional adaptation.
- Establish loyalty and rewards programmes that recognise customer engagement, referrals and long-term ownership (e.g. referral and test-drive advocacy programmes).
- Lead initiatives that 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, moving beyond reactive moderation to meaningful relationship building.
- Act as a trusted brand advocate, shaping conversations, reinforcing key messages and building credibility within the Lotus community.
- Implement social listening programmes to monitor customer sentiment, emerging topics, market trends and potential reputation risks, translating insights into action.
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Customer Insight & Continuous Improvement
- Own the Voice of the Customer, proactively identifying pain points and leading cross-functional initiatives to improve the ownership experience.
- Monitor customer sentiment, feedback and NPS performance, translating insights into measurable improvements across Sales, Service, Product and Customer Care.
- Partner closely with Analytics, Customer Care, Aftersales, CRM, Brand, Marketing and Retailers to resolve recurring customer issues and optimise end-to-end customer journeys.
- Define and track ownership experience KPIs including customer satisfaction, engagement, retention, advocacy, referrals and community growth.
Strategy & Benchmarking
- Benchmark Lotus ownership and community experiences against industry-leading brands including Rivian, Tesla, Apple and Octopus Energy, as well as upper-premium automotive and luxury lifestyle brands, identifying best practices that elevate customer experience and community standards.
- Develop frameworks that continuously raise the quality of customer engagement, community management and loyalty programmes.
Growth Opportunities (Stretch Objectives)
- Expand brand advocacy through Lotus merchandise and lifestyle initiatives.
- Develop strategic commercial partnerships that enhance the ownership experience, including collaborations with charging providers and premium lifestyle brands.
- Assess dealer-led advocacy and incentive programmes in partnership with Customer Service, CRM and Retail teams.
What You'll Bring
- Significant experience in customer experience, community management, customer loyalty, CRM or brand advocacy within automotive, luxury, premium consumer or technology brands.
- Demonstrated experience building engaged customer communities across digital and physical channels.
- Strong understanding of customer lifecycle management, advocacy programmes and loyalty strategies.
- Experience using social listening platforms and translating customer insights into business improvements.
- Excellent stakeholder management skills with the ability to influence cross-functional teams.
- Strong communication, presentation and relationship-building skills.
- Commercial mindset with the ability to balance customer satisfaction and business objectives.
- Passion for premium brands and creating exceptional customer experiences.
Success Measures
- Increased customer satisfaction and Net Promoter Score (NPS).
- Higher owner engagement across digital communities, events and programmes.
- Growth in customer advocacy, referrals and user-generated content.
- Reduced recurring customer complaints and 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 while building one of the world's most passionate automotive communities.
What we offer:
In addition to a competitive salary, you will have access to the following benefits:
- 25 days’ holiday plus bank holidays.
- Pension scheme access.
- Annual bonus - non contractual.
- Private Healthcare.
- Access to the Employee Car Ownership Scheme.
- Group income protection based on length of service.
- Family Friendly policies.
- Exclusive Employee discount, wellbeing and recognition platform #ForUSLOT.
Additional Information:
- This role will be working from our Coventry office. This role will be working on-site, full time.
- Frequent travel might be required to visit different entities. Applicants must therefore possess the ability to travel freely without restrictions.
- Candidates must be eligible to work in the UK 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 Emeya, our fully-electric Hyper-GT.
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 Lotus, we firmly believe that diversity and inclusion are not just buzzwords but essential pillars of a thriving and successful organization. We welcome applications from individuals of all backgrounds and are dedicated to providing reasonable adjustments during the interview process. If you require any special assistance or adjustments, please let us know in advance so we can ensure a fair and accessible interview experience. Our goal is to create an environment where everyone can thrive.
Do you want to know what Sophisticated, Rebellious and Pioneering mean for Lotus? Come and take a look at our career site and join the incredible adventure:
STEP OUTSIDE THE ORDINARY - Lotus Cars
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