Dealer Network Service Quality Manager

Title: AUTOMOTIVE Dealer Quality Manager

Team : Quality & Customer Satisfaction

Salary Competitive (Est’ 60K-70K) + Benefits

Location Field Based

Company details

An enviable reputation for quality lies at the heart of this passenger car brand and this role is a key appointment. You will be joining one of the UK’s fastest growing EV passenger vehicle brands with an established pedigree and a loyal fan base! This is not just another car company and its recent performance demonstrates real resilience and growth .

In the UK its market share has surged at a time when most other car brands are in decline or stagnating . These beautiful cars offer style and luxury as well as a history . The company even has its own fab club! Brand loyalty is an obsession and in this capacity you will re-launch Mystery Shopper programmes and “drop in ” unexpectedly to the various UK dealerships to gauge service levels

You will actively identify underperforming dealerships, improve their customer service, and remove them if they don’t improve. This is a very hands‑on role with plenty of UK travel across the dealership network. The customer experience at the heart of this job!

• Identify poor-performing dealers
• Focus on Customer satisfaction feedback & service quality
• Create improvement action plans
• Coach staff and set performance targets
• Introduce and manage new customer experience programmes (surveys, Mystery shopping , brand experience programmes )
• Drop in and visit dealerships in person to assess the sales and aftersales experience
• Launch & run mystery shopping
• Use data to track improvements
• Set up guidance, KPI’s for dealers
• And potentially remove underperformers!

• Automotive dealership experience
• Advanced excel
• OEM background
• Car driver /owner (extensive travel in this role)