Group Customer Experience Manager

Benefits: Government Pension Generous Holiday Allowance Birthday Celebrations Long Service Awards Annual Events

Working Hours: Full Time

Location: Head Office

Salary: Up to £35k PA Basic + Up to £10k PA Bonus

Group Customer Experience Manager WLMG Head Office The Package

• OTE: Up to £35k PA Basic + Up to £10k PA Bonus
• Executive Benefits: Company Car, Life Assurance, and Contributory Pension
• Lifestyle: 22 days' annual leave + bank holidays (increasing with service)
• Perks: Exclusive lifestyle & shopping discounts, vehicle purchase schemes, and group-wide career pathways

Are you a master of data driven sales and customer excellence?

At WLMG Limited, we don't just wait for the phone to ring, we create opportunities. We are looking for a strategic, high energy Group Customer Experience Managerto transform our sales and aftersales hub into a precision engineered growth engine.

This isn't a "sit back and monitor" role. We need a hands on leader who can dive into the data, craft the perfect pitch, and coach a team to turn a database into a bustling showroom.

The Mission

Your goal is simple: The right call, to the right customer, at the right time.

You will be the architect of our daily outreach, managing three core data powerhouses:

• MotorDat: Capitalizing on "live" interest to secure immediate test drives and orders.
• P360: Navigating finance agreements to find the perfect upgrade window for our customers.
• Pinewood: Re engaging our loyal historic database and keeping our workshops full.

What You'll Be Doing

• The Data Strategist: You'll mine MotorDat, Pinewood, and P360 to build "hot lists" that ensure our Sales Executives are always talking to high intent leads.
• The Script Architect: You'll write the playbooks. From overcoming tricky objections to crafting the perfect "on the go" prospecting prompt, you'll give the team the words that win.
• The Performance Coach: You'll be on the floor, training the team on best practices, refining their technique, and turning "maybe" into "booked."
• The Retention Expert: You'll oversee the full aftersales cycle-booking MOTs, warranty checks, post service follow ups to keep CSAT scores industry leading.
• The Bridge Builder: You'll work closely with local management teams to identify talent, provide feedback on development, and align the centre's goals with the dealership's needs.

Who You Are

• Automotive Savvy: You likely already know your way around Pinewood, MotorDat, or P360 or other CRM systems.
• Analytically Minded: You love a spreadsheet as much as a sales chart. You can read a customer's journey through their data.
• A Natural Leader: You know how to provide constructive feedback that motivates, rather than discourages.
• Result Oriented: You understand that the ultimate KPI is a "seat in the car" - driven by test drive bookings and workshop capacity.

Why WLMG Limited?

You'll be joining a forward thinking group that values innovation and gives you the tools to succeed. If you have the vision to take our contact centre to the next level, we want to hear from you.