Member Renewals Specialist Pivotal UK

About us

As a newly merged powerhouse InMotion Ventures 3 brings together two groundbreaking brands PIVOTAL THE OUT. United by a shared mission to reshape the future of vehicle usership and redefine the standard of the automotive client experience. While both brands are part of the same forwardthinking company they operate as distinct entities with their own missions products and services. By joining InMotion Ventures 3 youll be working across both PIVOTAL THE OUT playing a key role in revolutionising the way people access and experience luxury automotive services.

PIVOTAL

At PIVOTAL we are transforming the way people experience cars. Launched in 2019 Pivotal offers a unique car subscription service that challenges the traditional model of vehicle ownership. Gone are the days of longterm commitments Pivotal members can subscribe to the latest Jaguar and Land Rover models for as little as three months. Forget about depreciation servicing insurance and tax; with one monthly payment everything is taken care of.

THE OUT

At THE OUT weve reinvented luxury car rental. Forget the queues hidden fees and trips before the trip. Instead we deliver worldclass Jaguar Land Rover vehicles directly to your door. Whether its a spontaneous weekend getaway or a business trip we promise hasslefree firstclass service from start to finish. With everything included; unlimited mileage additional drivers insurance and more THE OUT is more than just a car rental service; its an experience. Whether youre supporting PIVOTALs car subscription model or working with THE OUTs luxury rental service youll be part of a team thats setting new standards for customer experience flexibility and luxury in the automotive world. The best part Youll have the chance to make an impact in two innovative growing companies all under one roof.

About the Role

Are you able to engage with customers to provide a truly great service Are you willing to go the extra mile If so come and join the Pivotal team as a Member Renewal Specialist. We are a new business on a mission to make motoring more flexible for people needing a car they can call their own. JLR represents four distinct and emotionally engaging brands: Jaguar Range Rover Defender and Discovery. Previously existing under the umbrella brand of Land Rover; Range Rover Defender and Discovery have split off and now carry their own distinct brand names and identities. As a key member of our renewal team you will be responsible for account managing the members who fall into one of these brands. You will need to be extremely organised and able to work on your own initiative to consistently support our members with their subscription needs relating to their vehicle communicating with them via multiple channels such as Phone Email and Webchat.

We are seeking applications from candidates with proven experience of consistently delivering premium luxury service with the desire to create and maintain member relationships. This role is based from home with the requirement for occasional travel to our offices in central London (Old Street).

What does a Member Renewal Specialist do

• Field enquiries from current subscription members via multiple communication channels including but not limited to Phone Email and Webchat.
• Engage with our active members building and maintaining relationships to promote and support their happiness whilst on our subscription.
• Advise members on their options for their current subscription identifying opportunities for the member to change models and/or upselling ensuring a smooth transition between vehicles.
• Manage renewal waiting lists and provide vehicle availability updates to ensure each member is kept informed and has an agreed followup communication action plan.
• Manage the allocation of pipeline and available vehicles to ensure targets for fleet utilisation are met and renewals are facilitated as required.
• Advise and guide members on the products and features offered by the service in detail whilst consulting on the best solutions for the members requirements.
• Advocate the benefits of vehicle access over ownership alongside the specifics of the offer proposition provided by our business.
• Administer and maintain accurate data to ensure the business operates compliantly in terms of customer eligibility and retention.
• Be an integral and forwardthinking member of the team and be accountable for ensuring a culture of continual operational improvement.

Skills & Experience

• Proven ability to build rapport and manage longlasting relationships alongside the consultative selling of modern luxury products and services.
• Excellent communication skills (fluent in English both written and verbal).
• Confidence and determination to offer valuable and meaningful propositions while problemsolving and overcoming obstacles to retain members on Pivotal subscriptions.
• Strong IT skills with experience of data input and analysis of information in Contact Management systems
• Experience adhering to operational processes and flows alongside implementing business communication resources according to best practices.
• Marketing and commercial savvy with an eye for identifying opportunities for Individuals and businesses with needs that our service can meet.
• Skillset to work independently and manage your workload to achieve objectives but also contribute and support the objectives of the wider business.
• Ability to work effectively under pressure react quickly and meet tight deadlines
• Determination diplomacy and excellent interpersonal skills
• Passion for a fastpaced growth business and desire to be a part of a highperforming team
• Experience in automotive sales leasing rental or luxury services is desirable but not mandatory.

What we offer

• Permanent contract
• Hybrid Working Environment
• 25 days annual leave (with an extra day off for your birthday)
• 2 paid days off for volunteer work.
• Competitive Salary with Discretionary bonus scheme
• Be part of a fantastic growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars

By applying to this position you agree to allow InMotion Ventures Ltd (Abbey Road Coventry CV3 4LF to collect store and process your resume contact details and any other personal data that you submit. If InMotion is providing recruitment services to a thirdparty you also extend this permission our end client. We will process this data for recruitment purposes only. The data will be stored in our Applicant Tracking System (which stores data in the U.S and is fully compliant with EU data protection laws) and we will not share it with anyone else. We would like to keep this data until our open role is filled and may choose to keep it in our database for future roles for up to 24 months. Heres a link to our privacy policy. In this policy you will find information about our compliance with GDPR (data protection law. You can find how to send us a request to let you access your data that we have collected request us to delete your data correct any inaccuracies or restrict our processing of your data. You also have the right to lodge a complaint about the way we handle your data.

Required Experience:

Unclear Seniority