Member Renewals Specialist, Pivotal & THE OUT

Member Renewals Specialist,

London, UNITED KINGDOM

£28,000 - £33,500

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 forward thinking company, they operate as distinct entities with their own missions, products, and services. By joining InMotion Ventures 3, you'll work across both PIVOTAL + THE OUT, playing a key role in revolutionising how people access and experience luxury automotive services.

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 long term 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.

At THE OUT, we've reinvented luxury car rental. Forget the queues, hidden fees, and trips before the trip. Instead, we deliver world class Jaguar Land Rover vehicles directly to your door. Whether it's a spontaneous weekend getaway or a business trip, we promise hassle free, first class 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; it's an experience.

Whether you're supporting PIVOTAL's car subscription model or working with THE OUT's luxury rental service, you'll be part of a team that's setting new standards for customer experience, flexibility, and luxury in the automotive world. The best part? You'll have the chance to make an impact in two innovative, growing companies - all under one roof.

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 managing the accounts of members in one of these distinctive brands. You will need to be extremely organised and able to work on your own initiative to consistently support our members with their vehicle subscription needs, communicating with them via multiple channels such as Phone, Email, and Webchat.

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

• 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 current subscription options, identifying opportunities to change models and/or upsell, and 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 follow up communication action plan.
• Manage the allocation of pipeline and available vehicles to ensure fleet utilisation targets are met and facilitate renewals as required.
• Advise and guide members on the products and features offered by the service in detail, whilst upholding required member engagement standards, and consulting on the best solutions for the member's requirements.
• Advocate the benefits of vehicle access over ownership, alongside the specifics of the offer proposition from our business.
• Administer and maintain accurate data input and validation, alongside process implementation to ensure the business operates compliantly in terms of customer eligibility and retention.
• Be an integral, forward thinking member of the team and accountable for fostering a culture of continual operational improvement.

• Proven ability to build rapport and manage long lasting 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 problem solving and overcoming obstacles to retain members on Pivotal subscriptions.
• Strong IT skills with experience in 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 to 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 fast paced growth business and desire to be a part of a high performing team
• Experience in automotive sales, leasing, rental or luxury services is desirable but not mandatory.

• Permanent contract
• Flexible Working Environment
• Health Cashback plan
• 25 days annual leave (plus an extra day off a year for your birthday)
• 2 paid days off for volunteer work.
• Salary: £28,000 to £33,500, depending on experience, & a quarterly bonus based on company performance.
• Be part of a fantastic, growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars