Regional Customer Service Manager

We are looking for an experienced, results-oriented, and highly motivated 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.
  
  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.
• Candidates must be eligible to work in the UK without VISA sponsorship.
  
  Lotus Cars builds world-class, high-performance and lightweight sports cars that are sold all around the world., 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, Lotus Cars Europe B.V. is responsible for the Marketing, Sales and After Sales of the Lotus Cars products in the European region. In Lotus Cars Europe we form a diverse and international team working from our European HQ based in Amsterdam. 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. Founded in 2020 Co-workers 200 Customer Service and Ownership Experience · Wellesbourne, London · Hybrid Remote

In addition to a competitive salary, you will have access to the following benefits:
• 25 days' holiday plus bank holidays
• 6% pension contribution
• Discretionary annual bonus scheme, based on your contribution and the performance of the company
• Private Healthcare
• Access to the Employee Car Ownership Scheme
• Group income protection based on length of service
• Paid time off for medical appointments
• Family Friendly policies
• Exclusive Employee discount, wellbeing and recognition platform #ForUSLOT