Regional Customer Service Manager, Lotus Cars
UK & IR
Plus discretionary annual bonus scheme, based on your contribution and the performance of the company
More information about location
Car manufacturer
Be an early applicant
Car manufacturer
1001+ employees
Be an early applicant
Plus discretionary annual bonus scheme, based on your contribution and the performance of the company
More information about location
1001+ employees
Company mission
To stand as the performance brand of choice for those who dare to look beyond the conventional and ordinary.
Role
Who you are
- We are looking for an experienced, results-oriented, and highly motivated Regional Customer Service Manager to join our team
- Education: Degree in Business Science or equivalent work experience
- Industry Experience: Proven experience in a similar customer service or aftersales role within the automotive industry, preferably with multiple importer OEMs
- Results-Oriented: Strong business, profitability, and performance-driven mindset
- Communication Skills: Excellent written and verbal communication skills in English
- Organised & Detail-Oriented: Highly organised with a keen eye for detail and accuracy, capable of multitasking in a high-paced environment
- Customer-Centric: Passionate about delivering exceptional customer service with a focus on quality and innovation, particularly in the luxury automotive and EV space
- Cross-Functional Skills: Ability to work effectively both independently and within a matrix organisation
- Tech-Savvy: Experience with various DMS software and a good understanding of new technologies, including electric vehicles
- Regulatory Knowledge: Experience in working with national authorities and organisations
- Driving License: Valid driver’s license required
- Hands-On Approach: A pragmatic, hands-on working style with the ability to operate in a lean team environment
- As this is a field based role frequent travel will be required on a weekly basis. Applicants must therefore possess the ability to travel freely without restrictions
What the job involves
- To bring the company to the level we want it to be, we are looking for a Regional Customer Service Manager to join our team
- This is a field based role which is essential to the development and execution of customer service operations across the UK region, ensuring we exceed customer expectations and maintain the high standards of our brand
- The Regional Customer Service Manager will be responsible for overseeing all aftersales activities in the UK, with a focus on customer service management, strategic planning, and execution
- You will work closely with the Lotus Cars Customer Service department and local repairers to drive operational excellence and customer satisfaction
- Plan and manage the Customer Service business plan to meet both qualitative and quantitative objectives across the region
- Lead the planning and execution of technical and service campaigns while maintaining communication with local authorities
- Ensure the localisation and successful implementation of Customer Service policies and standards within the network
- Build and maintain a strong service network aligned with customer service requirements
- Own and improve the KPIs of authorised repairers and service centres in the region
- Drive effective communication with the customer service network to ensure alignment and operational efficiency
- Collaborate with the Headquarter team to create, implement, and monitor regular performance reports and ad-hoc insights
- Work closely with other departments to enhance customer retention and maintain high customer experience standards
- Provide expert support to Customer Care departments and relevant teams as needed
- Travel across the UK to support the business, strengthen relationships with authorised repairers, and ensure consistent service quality
Application process
- We usually respond within three days
Salary benchmarks
Our take
The market for luxury cars is projected to keep on growing, serving new wealthy consumers on a global scale. But competition between brands is high, with success dependent on modern customer service, global reach, and EV offerings. Lotus Cars is an established sports car manufacturer working to transform for this new market, building on its past successes selling to individuals and to Formula 1.
Lotus Cars was founded in 1948 and has operated consistently in the space since then. To stand out in the changing market, the company has recently focussed on electrification, digitisation and globalisation – raising impressive investment towards launching all-electric vehicles, enabling online browsing and shopping of its products, and shifting international focus to China, which is predicted to be the world’s next engine for luxury brand growth.
Lotus recently released its first ever SUV, an all-electric vehicle, aligning with the brand’s push towards EVs. The company has also opened a factory in China’s Hubei Province to support expansion there, as well as a showroom in South Korea's Seoul.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (1 round)
Nov 2013
$12.3m
GRANT
Total funding: $12.3m
Company values
- RESPECT: To continue being a respected brand outside, we have to instil a culture of the utmost respect inside. Taking pride in what we do and what we are is key.
- ONE TEAM: Giant leaps come from the incremental steps made by everyone, working together for a common goal.
- AMBITION: Raising the bar, aiming high, never settling for ‘that’s good enough’.
- DRIVE: Igniting our performance and fuelling our innovation by taking responsibility to solve problems and deliver results.
Articles
Leadership
Matt Windle
(Managing Director, not founder)Former Operations Director at Zenos Cars.
Qingfeng Feng
(CEO, not founder)VP and CTO of Geely Auto Group.
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