Customer Retention Coordinator

About The Role

We are looking for a proactive and results-driven Customer Retention Coordinator to help drive retention, workshop bookings, and dealership performance through our Aftersales platform.

In this role, you will engage with customers at key points in their ownership journey, identify aftersales opportunities, maintain accurate customer data, and support dealerships in maximising service bookings and customer loyalty.

• Contact customers by telephone to secure service, maintenance, repair, and campaign bookings.
• Maintain accurate customer records and update all contact outcomes.
• Monitor dealership performance, conversion rates, and retention opportunities.
• Support marketing consent capture and CRM data quality initiatives.
• Review and validate prospect lists, ensuring data accuracy and quality.
• Identify trends and provide feedback to help improve dealership performance.
• Carry out regular data cleansing and reporting activities.

• Competitive Salary and performance related bonus
• Flexible working opportunities
• 30 days annual leave
• Life insurance cover
• Healthcare benefits:
  Kingsbridge Hospital Diamond Club membership, Healthshield cashback & perks, access to discounted private healthcare scheme
• Cycle to Work Scheme
• Enhanced maternity & paternity leave
• Job security, work-life balance, and clear career progression opportunities

• This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable tasks as directed by the line manager.
• Donnelly Group reserves the right to expand the short‑listing criteria to facilitate the recruitment process.
• Donnelly Group is proud to be an equal opportunities employer. We value diversity and inclusion across our workforce.

• Previous experience in customer service, telesales, appointment setting, or automotive aftersales.
• Strong communication skills with confidence speaking to customers by phone.
• Excellent organisational skills and attention to detail.
• Comfortable working with CRM systems and customer databases.
• Ability to analyse information, prioritise workloads, and manage multiple tasks.
• A positive, proactive approach with a focus on achieving targets and delivering great customer experiences.

• Automotive industry knowledge is desirable but not essential.

The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh.

Since then the Donnelly Group has become the largest family-owned automotive company in Northern Ireland.

We offer competitive salaries, industry-leading work‑life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.

Customer Retention Coordinator
• Enniskillen, County Fermanagh, GB