Ownership Manager – Customer Community & Loyalty

About the Role

At Lotus, ownership doesn't end when a customer receives the keys—it begins. We're looking for an experienced Ownership Experience Manager to create an exceptional ownership journey that transforms Lotus drivers into passionate advocates, building engagement, loyalty and lasting emotional connections with the brand.

This role combines customer experience, community management, advocacy, CRM, social engagement and customer insight to deliver a best-in-class ownership experience across both Lifestyle and Sports Cars. You'll work cross-functionally with Customer Care, Aftersales, Retailers, CRM, Analytics, Brand and Marketing teams to ensure every interaction strengthens the relationship between our customers and Lotus.

• Design and deliver a premium ownership experience strategy that increases customer satisfaction, retention and brand advocacy across Lifestyle and Sports Cars.

• Develop and manage owner engagement programmes, including exclusive events, driving experiences, product previews and regional community initiatives across European markets.

• Create scalable owner communications with CRM that keep customers informed, engaged and excited throughout their ownership lifecycle.

• Coordinate and communicate software update rollouts, ensuring customers receive clear, timely and engaging communications.

• Build and nurture the Lotus owner community across digital and physical touchpoints, including the Lotus App, Owner Forums and community events.

• Develop customer advocacy programmes that identify and engage brand ambassadors, influential owners, advocates and detractors to encourage user-generated content, referrals and commissioned brand content globally, with regional adaptation.

• Establish loyalty and rewards programmes that recognise customer engagement, referrals and long-term ownership (e.g. referral and test-drive advocacy programmes).

• Lead initiatives that transform negative customer experiences into positive brand moments, strengthening trust and long-term loyalty.

• Actively monitor and respond to negative comments, customer concerns and service-related discussions in a timely and professional manner.

• Drive proactive engagement across social media, online forums and key community platforms, moving beyond reactive moderation to meaningful relationship building.

• Act as a trusted brand advocate, shaping conversations, reinforcing key messages and building credibility within the Lotus community.

• Implement social listening programmes to monitor customer sentiment, emerging topics, market trends and potential reputation risks, translating insights into action.

• Own the Voice of the Customer, proactively identifying pain points and leading cross-functional initiatives to improve the ownership experience.

• Monitor customer sentiment, feedback and NPS performance, translating insights into measurable improvements across Sales, Service, Product and Customer Care.

• Partner closely with Analytics, Customer Care, Aftersales, CRM, Brand, Marketing and Retailers to resolve recurring customer issues and optimise end-to-end customer journeys.

• Define and track ownership experience KPIs including customer satisfaction, engagement, retention, advocacy, referrals and community growth.

• Benchmark Lotus ownership and community experiences against industry-leading brands including Rivian, Tesla, Apple and Octopus Energy, as well as upper-premium automotive and luxury lifestyle brands, identifying best practices that elevate customer experience and community standards.

• Develop frameworks that continuously raise the quality of customer engagement, community management and loyalty programmes.

• Expand brand advocacy through Lotus merchandise and lifestyle initiatives.

• Develop strategic commercial partnerships that enhance the ownership experience, including collaborations with charging providers and premium lifestyle brands.

• Assess dealer-led advocacy and incentive programmes in partnership with Customer Service, CRM and Retail…