Lotus UK Manufacturing
Senior Manager – Customer Satisfaction
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Lotus Cars Limited
Lotus Cars is renowned for crafting world-class, high-performance, and lightweight sports cars that are celebrated across the globe.
Lotus Cars Limited serves as the company’s manufacturing HQ in the UK, where we proudly produce iconic models such as the Emira and the all-electric Evija. As we continue to elevate our capabilities and global presence, we are seeking a Senior Manager – Customer Satisfaction to join our dynamic Quality team at our state-of-the-art manufacturing facility in Hethel.
Summary:
- Location: Hethel or Coventry
- Department: Quality – Field Quality Operations
- Grade: ET8
- Reports to: Director of Field Quality Operations
- Direct Reports: 2
About the Role
We are looking for a Senior Manager – Customer Satisfaction to join our Field Quality Operations team.
This is a key leadership role focused on ensuring the voice of the customer is understood, acted upon, and embedded across the business. You will lead our global Voice of Customer programme, oversee field quality data analytics, and work across Quality, Engineering, Manufacturing, Commercial, and regional teams to drive continuous improvement in customer satisfaction, product quality, and the overall customer journey.
The role will also support wider warranty and field quality activity as required.
What You'll Do
Voice of Customer Programme
- Lead and continuously develop the global Voice of Customer programme.
- Maintain and improve the existing global VoC survey framework to generate meaningful business insight.
- Focus on both product-related feedback and the full end-to-end customer journey.
- Use customer insight to help improve loyalty, recommendation, reputation, and competitor conquest.
- Identify emerging customer themes, experience gaps, and future product opportunities.
- Ensure customer feedback is translated into clear business actions and measurable improvements.
Supplier and Budget Management
- Manage relationships with external customer experience and VoC suppliers.
- Oversee supplier performance, output, and service quality.
- Manage the VoC budget and identify opportunities to improve efficiency and reduce cost.
Customer Insight and Stakeholder Engagement
- Work with internal and external stakeholders to identify customer insight requirements.
- Ensure insight is presented in a way that supports operational and strategic decision-making.
- Implement updates to the VoC programme where required to meet evolving business needs.
- Establish regular reporting channels so customer insight is embedded into decision-making.
- Consult, challenge, and influence stakeholders to ensure customer feedback leads to meaningful action.
- Work closely with Manufacturing, Quality, Engineering, Commercial, and regional teams to improve the customer experience.
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Field Quality Data Analytics
- Lead the Field Quality data analytics function.
- Support and develop the team responsible for data flows, reporting dashboards, and regular quality reporting.
- Use analytics to support warranty cost reduction, issue identification, and improved problem definition.
- Drive better use of data across Field Quality Operations and the wider Quality function.
- Promote data quality, confidence, and consistency to enable stronger data-driven decision-making.
- Explore and implement new tools, technology, and systems that improve analytics capability, speed, and business value.
The team currently uses tools including Power BI and AI-enabled platforms such as Altair, Copilot, and OpenAI, but we are open to adopting other technologies where they provide clear benefit.
Leadership
- Line manage the VoC Technical Specialist and Lead Data Analyst.
- Provide clear direction, coaching, and development for the team.
- Build strong relationships across the organisation and champion a Customer First mindset.
- Influence senior stakeholders and present insight and recommendations at all levels of the business.
What You'll Bring
We are looking for an experienced manager with a strong background in customer satisfaction, customer insight, quality, or a related automotive environment.
You will ideally have:
- Automotive industry experience with proven managerial responsibility.
- Experience managing Customer Journey, Customer Satisfaction, or Voice of Customer programmes.
- A relevant degree or equivalent professional experience.
- Strong problem-solving and analytical skills.
- Knowledge of the premium automotive sector.
- Experience using customer insight to drive operational and strategic decisions.
- Confidence working with complex data, dashboards, and reporting.
- Strong stakeholder management and influencing skills.
- Excellent communication and presentation skills, including experience presenting to senior leadership.
- The ability to challenge constructively and drive action across multiple business functions.
- A strong Customer First mindset.
- Experience leading and developing teams.
It would be advantageous to have:
- Experience with Power BI or similar business intelligence tools.
- Exposure to AI-enabled analytics platforms.
- Experience working in Field Quality, Warranty, Customer Experience, or Aftersales.
- Experience with supplier and budget management.
- Experience working in a premium, luxury, or performance automotive environment.
Our Culture
At Lotus, our values of Respect, One Team, Ambition, and Drive shape how we work together and how we approach every challenge.
This role is based at either Hethel or Ansty, with flexibility for some remote working where appropriate. Travel between sites may be required depending on business needs.
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If you are passionate about customer insight, quality, and using data to improve the customer experience, we would love to hear from you.
What We Offer
- Company Car Scheme (ECOS): Make your commutes smoother!
- 25 Vacation Days + Bank Holidays: Recharge, explore, or binge-watch your favorite series with plenty of time to relax and enjoy life outside of work.
- Performance Bonus: Get rewarded for your hard work with an exciting, non-contractual bonus scheme—because great effort deserves great perks.
- Future-Proof Pension: Plan for your tomorrow while thriving today with a solid pension scheme to keep your future bright.
- Private Healthcare: Stay healthy and stress-free with premium healthcare coverage tailored to keep you at your best.
We work hybrid, meaning you will be in the office when necessary and you can work from home when you're needed there.
Additional Information
- This role will be working from our Hethel / Coventry office within our flexible working policy.
- Candidates must be eligible to work in the UK without VISA sponsorship.
Our Company
Group Lotus is a leading sports car manufacturer with over 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.
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.
Hethel, Norfolk, England, has been the home of Lotus for over 60 years, ever since Colin Chapman, our founder, started making championship-winning racing cars. In conjunction with production facilities in Norwich, and research facilities near Warwick, our UK sites offer a wide breadth of roles for all disciplines.
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 organisation. Read more here: Equity, Diversity & Inclusion in Lotus Cars.
Do you want to know what Sophisticated, Rebellious, and Pioneering mean for Lotus Cars Limited? Come and take a look at our career site and join the incredible adventure: https://lotusukmanufacturing.teamtailor.com
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