Customer Liaison Executive

Description

At Gordon Murray Automotive, our customers are at the heart of everything we do. As a UK-based global luxury brand dedicated to creating and manufacturing the world's greatest driving cars, we are committed to delivering an exceptional ownership experience that reflects the exclusivity and craftsmanship of our vehicles.

We are looking for a Customer Liaison Executive to play a key role in supporting our customers throughout one of the most exciting stages of their ownership journey: the purchase, design and specification of their vehicle.

Working closely with the Gordon Murray leadership team, this role will work closely with customers, internal stakeholders, and cross-functional departments to ensure a seamless, engaging, and highly personalised customer experience from purchase through to specification, vehicle handover and beyond.

The Role

You will be responsible for supporting and enhancing the customer journey for owners of Gordon Murray vehicles, ensuring every interaction reflects the values and standards of the brand. Working closely with customers and internal teams, you will coordinate sales, specification activities, manage customer communications, and ensure all vehicle requirements are accurately documented and delivered.

This is your chance to:

• Deliver and continuously enhance an engaging and memorable customer journey for both existing and new GMA customers throughout their purchase and ownership experience.
• Develop a deep understanding of the GMA heritage and brand values, confidently communicating these to customers and internal stakeholders.
• Maintain regular communication with customers through their preferred channels, ensuring contact information remains accurate and up to date within the CRM system.
• Curate and facilitate vehicle specification sessions both in person and remotely, creating an enjoyable, memorable and informative experience for every customer.
• Utilise expert product knowledge to guide customers through available options and possibilities while ensuring all requirements are accurately captured and documented.
• Drive options uptake on a per-vehicle basis, supporting the achievement of agreed departmental revenue and performance objectives.
• Manage customer invoicing and payment processes, ensuring invoices are issued accurately and payments are received in accordance with sales agreements and business expectations.
• Represent the voice of the customer during internal specification reviews, collaborating with cross-functional teams to ensure customer requirements are fully understood and delivered.
• Maintain accurate specification progress information, providing visibility and reporting against programme milestones while documenting actions and outstanding requirements.
• Issue specification documentation and customer updates at key stages throughout the process, ensuring progress remains on track to meet specification lock deadlines.
• Attend customer events and brand activities in the UK and internationally, representing Gordon Murray and engaging directly with customers and prospective owners.
• Take ownership of the management, approval, distribution, and archiving of physical colour and trim samples.
• Maintain strict confidentiality of customer information and ensure all customer-related materials are securely stored and managed.
• Ensure customer records and ownership information are accurately maintained within the CRM system.
• Provide support outside of core working hours when required to maintain exceptional levels of customer satisfaction and service.

About You

You'll be a customer-focused professional with experience in luxury or premium customer environments. You will be passionate about delivering exceptional experiences, building strong relationships, and maintaining meticulous attention to detail while managing multiple priorities with UHNW individuals.

• Experience with in the luxury goods/lifestyle industry, ideally in a sales, customer experience, or customer-facing role.
• Exceptional attention to detail with the ability to accurately capture and document customer requirements.
• Advanced proficiency across a range of business software applications, including Microsoft Office 365, Word, Excel, PowerPoint, Outlook, Teams, Smartsheet, Power BI and Sales Force.
• Outstanding customer service and interpersonal skills, with the ability to build trust and rapport with high-value customers.
• Excellent communication skills, both written and verbal, with the confidence to engage with customers and stakeholders at all levels.
• Strong organisational skills with the ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
• Proactive, adaptable, and capable of working independently while collaborating effectively with cross-functional teams.
• A professional and discreet approach when handling confidential customer information.

Why This Role Matters

This is an opportunity to become a key part of delivering one of the most important and memorable experiences in the…