Head of Customer Retention

2 months ago

StratforduponAvon, United Kingdom Listers Alok House Solihull, Head Office - Stratford-upon-Avon Full time

Job Introduction

We are currently recruiting for a Head of Customer Retention to join our Toyota and Lexus Division. Reporting into our Toyota and Lexus Brand director, Head of Customer Retention key focus will be to lead a team to leverage our customer database to drive customer engagement and retention,

This is a varied and interesting role which would suit someone with previous experience building comprehensive customer journeys using artificial intelligence and data which result in desired commercial outcomes to support the overall strategy of the division.

This is a hybrid role and require some travel supporting our dealerships throughout the West Midlands, Lincolnshire and Bristol. The hours of work are 8.30am to 17:30 Monday to Friday, although some flexibility will be needed to meet the needs of the business.

Benefits include a OTE of £60,000, which comprise of a basic salary of £40,000 plus bonus & a Toyota / Lexus company car. 

You will need to demonstrate a comprehensive knowledge of using data to support Sales & Aftersales initiatives and able to demonstrate a successful track record of managing a team supporting customer retention for a premium brand by prospecting customers.

This is a start up role and gives the successful candidate the opportunity to make a real difference by implementing and overseeing best practice as well as delivering planned financial results.

Toyota and Lexus are experiencing substantial growth, and you will relish the opportunity to drive the division forward during these exciting times.

Role and Responsibilities

Build a rapport with our customers with the aid of artificial intelligence and data to identify their objectives regarding their vehicle enhancing customer retention. Analyse internal and external data to generate insights and recommendations for the business Analysis customer data and manage the end-to-end implementation of data segmentation to look at past customer behaviour. Lead and coach a team to develop and implement retention strategies to create personalised, engaging, and targeted experiences which support customers through their purchase and loyalty lifecycle. Managing and coaching a team, developing their skills, capabilities and experiences and ensuring effective delivery of agreed objectives. Will manage a team to identify and prospect customers by handling outbound enquiries via telephone/email/digital methods with customers to establish their requirements for both sales and aftersales opportunities. Improve and drive lead conversions. Always maintain a high degree of customer satisfaction by building authentic relationships and strong rapport with every customer, with a key focus on enhancing customer loyalty and retention. Adopt proactive customer retention strategies, identifying opportunities and promoting the Listers, Toyota and Lexus Services. Manage the ongoing touch points of our existing database. Report, analyse and communicate performance regularly, drawing insight and making recommendations that drive growth.  Tracking the health of the contactable database and ensuring it is regularly cleansed and maintained, making recommendations to increase the number of customers we can contact directly. Understanding and ensuring compliance with GDPR and internal policies around legitimate interest. Suggest improvements to policies where relevant, balancing business goals with the appropriateness and frequency of direct to customer communications. Establishing best practice communication principles.

About you

You may be an existing Customer Retention Manager, Specialist or Executive. A Customer liaison Manager or Customer Relationship Manager, preferably within in the motor trade or a dealership environment. Have an outstanding record of achievement of customer retention using data and artificial intelligence. Experienced in explaining sales and aftersales products / solutions to customers. Demonstrate a proven track of achieving successful KPI’s by generating successful appointments by managing a team. A confident communicator with strong interpersonal skills who can engage, build authentic relationships and establish strong rapport with our customers identifying their requirements. Experience of working with Contact Centre Metrics would be advantageous Ideally you will have experience in a telephone-based role. Experience of working with dealership data would be highly desirable Have gained at least two years’ experience within a similar role. You will need to be self-motivated and able to work on your own as well as part of a team. Problem solving capabilities with a high attention to detail. Self-motivated & target driven.

What we offer

25 days holiday plus bank holidays Company Pension Wellness Programme Sick Pay Group life insurance Staff discount on car servicing Listers Benefits – discounts on retailers, restaurants, cinemas & holidays Long service and loyalty incentives Staff referral scheme In-house, manufacturer & professional qualifications Free Parking / On-site Parking Company Events

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