Customer Experience Manager
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Job Summary
- Youenjoy coaching andseeing your team growwhilst encouraging coordinatorstostep up.
- You see the patterns behind the problems an issue today is a process fix tomorrow and youre wired to look for both.
- You want to own the customer experience end-to-end shaping how it works not just running whats already there.
As InLife Manager at Splend youll be the strategic and operational leader of the customer experience post-sale at our Cricklewood hub. Youll lead and develop a team of InLife Coordinators own the end-to-end post-sale customer journey and drive continuous improvement in how the hub runs. Its a role for someone with a customer-first mindset strong leadership instincts and a genuine interest in how operations and customer experience fit together. Your focus is on creating a best-in-class ownership experience that drives retention loyalty and scalable customer success.
- Lead coach and develop a team of InLife Coordinators setting objectives running 1:1s and building a culture of accountability and growth.
- Own the end-to-end post-sale customer journey ensuring consistent high-quality service across onboarding enquiries returns and exchanges.
- Act as the voice of the customer within the business spotting pain points and shaping fixes.
- Oversee day-to-day hub operations including fleet readiness scheduling and service coordination.
- Plan and manage team resources and workflows resolving escalations and minimising service disruption.
- Collaborate cross-functionally with Sales Product Experts and Fleet on customer needs and operational issues.
- Drive process improvements including identifying opportunities for innovation and automation.
- Monitor key performance metrics (NPS retention resolution times) and report on trends to inform strategy.
- Proven experience leading operational or customer service teams in retail automotive or subscription-based environments.
- Strong track record in people management including coaching performance management and team development.
- Deep understanding of customer lifecycle operations ideally in a high-volume or service-driven setting.
- Excellent problem-solving and decision-making skills whilst under pressure
- Strong commercial awareness and understanding how operations support business growth and retention.
- A Full UK based at our Cricklewood Hub.
Bonus scheme: Opportunity to earn based on your performance
Annual leave:25 days bank holidays
Day off for your Birthday!
Dedicated Learning & Development platform
Private Health Insurance and Monthly Wellness Allowance
Employee Assistance Program
Intro with our Talentteamtounderstandyour backgroundaspirationsand answer your questions.
Interview with the hiring manager to discuss your experience and how it aligns with this role.
Where it applies well ask you to complete a practical case study.
Final interview to discussSplendslong-term vision and to check any remaining questions.
At Splend we value diversity and inclusion and consider it key to our success. Were dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race gender age sexual orientation religion and ability seeking diverse perspectives to drive us forward.
If this role sounds like you but youre not quite sure if you meet every requirement apply anyway. Were interested in the whole person - your attitude your potential and what youd bring to the team - not just a checklist of credentials. Wed rather hear from you than have you talk yourself out of it.
When you apply let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.
Required Experience:
Manager
About Company
Change the way you own your rideshare vehicle for good with Splend. All-Inclusive vehicle packages for your Uber journey, in one easy weekly payment.
