Customer Experience Manager

BYD Europe
Hounslow, Greater London

Uxbridge – Office Based

About the role:

In order to meet our sales aspirations in the UK, it is vital that we create Customer Experience that exceeds the expectations of our customers and delivers on the brand promises of both BYD and DENZA. Reporting to the UK Head of Customer Experience, this role will be responsible for designing and delivering an industry leading Customer Journey from first contact with the brand through to repurchase.

Main Tasks and Responsibilities:

Work with the Marketing and Product teams to ensure that our online journey allows customers to complete the research phase and transition smoothly to a sales enquiry.

Develop processes and resource to manage customer contact with the brands in the early stages of their purchase journey, and effective nurture where appropriate, to maximise sales enquiry leads.

Ensure Lead Generation processes are effective and work with our Retail and Fleet sales teams to ensure effective Lead Management processes are in place.

Manage the Community Operations Team to develop and maintain a industry leading community experience, enhancing the ownership experience, increasing referral sales and ensuring renewal sales. Use Community to conduct customer research and provide feedback to guide future product development and improvement.


Take responsibility for improving Customer Experience and Quality KPIs, including NPS, Mystery Shop and Sales Standards Audits. Work with the Sales Field Team and Sales Training team to ensure that results and analysis are used to create actions to drive performance.

Work with both European and UK Customer Care team to ensure that customer issues are dealt with efficiently and in line with the Brand promise. Analysis the issues and feedback received from customers to ensure that R&D, Product, Aftersales and Sales Teams have actions in place to resolve at the root cause.

Ideal Candidate profile:

Minimum 10 years' management level experience working in Customer Experience or Customer Care roles.

Excellent interpersonal, communication, and customer service skills.

Ability to deal with Internal and External Stakeholders at all levels.

Hands-on experience with ERP and CRM systems and the effective management of customer data respecting GDPR legislation.

Proficiency with MS Office Suite, particularly MS Excel.

Analytical and multitasking skills.

Ability to work well as part of a team but also be able to make decisions and complete tasks independently.

Benefits

Performance and experience-based competitive remuneration.

Scottish Widow workplace pension.

25 days paid holidays + public holidays.

Department & company wide teambuilding events.

An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.

Posted 2026-01-07

Recommended Jobs

Senior Contract Lawyer

Michael Page
City of London, Greater London

Lead and manage large‑scale electronic evidence review projects from start to finish, ensuring accuracy, efficiency and effective use of technology. Act as the key interface between legal teams, e…

View Details
Posted 2026-01-27

Software Engineer (Testing) - Private Markets (Hiring Immediately)

lantern
London

About Lantern Lantern is a private markets data intelligence platform backed by the Aztec Group, Europe’s largest fund and corporate services provider. We build data-driven products for private marke…

View Details
Posted 2026-03-27

KS1 Teacher - A Primary School in Camden

Marchant Recruitment
London

KS1 Teacher – Camden Location: Camden, London Contract: Full-Time, Maternity Cover Start Date: January 2026 Salary: Dependent on experience About the School This welcoming and i…

View Details
Posted 2025-10-15

Corporate Director, Growth and Environment

Lambeth Council
London

Corporate Director, Growth and Environment Lambeth Council Salary up to GBP180K Shape the Future of Lambeth Lambeth is a borough with social justice at its heart. As one of London's most …

View Details
Posted 2026-04-18

People Manager

UBDS Group
London

We are seeking a dynamic and experienced Senior People Manager to provide direct line management and day-to-day leadership to colleagues within delivery, while playing a critical role in shaping a hi…

View Details
Posted 2026-01-15

Teacher of History required - Islington

Marchant Recruitment
London

School Status & Location Sector: Selective All-Through Independent School (3-18). Borough: Islington (Inner London, England). Start Date: Permanent, full-time role commencing April 2026. …

View Details
Posted 2026-01-10

A-level Economics Teacher - January 2026

Marchant Recruitment
Hounslow, Greater London

Economics Teacher – Hounslow, West London &##128176; Inspire Future Economists and Business Leaders at a Successful Academy We are seeking an enthusiastic, academically ambitious, and committe…

View Details
Posted 2025-11-19

Retail Customer Service Assistant

Restaurant Associates
London

Job Details As a Catering Assistant, you'll be part of a dynamic, fast-paced team, contributing to a positive and friendly work environment. The role offers numerous opportunities for growth withi…

View Details
Posted 2026-04-03

Economics ECT - Boys’ School in Kingston (January Start)

Marchant Recruitment
Kingston upon Thames, Greater London

Economics ECT – Boys’ School in Kingston (January Start) Location: Kingston upon Thames Start Date: January 2026 Contract Type: Full-time, Permanent Salary: Paid to scale A high-perf…

View Details
Posted 2025-11-19

Head of Acquiring and Open Banking Solutions (IT)

Starling Bank
London

Description Hello, we're Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We're a full…

View Details
Posted 2025-09-17