Ownership Experience Manager – Customer Community & Loyalty Job at Lotus UK Manufacturing (Coventry)

Job Description

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.

Job Responsibility

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 teams

Requirements

Significant experience in customer experience, community management, customer loyalty, CRM or brand advocacy within automotive, luxury, premium consumer or technology brands
Demonstrated experience building engaged customer communities across digital and physical channels
Strong understanding of customer lifecycle management, advocacy programmes and loyalty strategies
Experience using social listening platforms and translating customer insights into business improvements
Excellent stakeholder management skills with the ability to influence cross-functional teams
Strong communication, presentation and relationship-building skills
Commercial mindset with the ability to balance customer satisfaction and business objectives
Passion for premium brands and creating exceptional customer experiences
Candidates must be eligible to work in the UK without VISA sponsorship

What we offer

25 days’ holiday plus bank holidays
Pension scheme access
Annual bonus - non contractual
Private Healthcare
Access to the Employee Car Ownership Scheme
Group income protection based on length of service
Family Friendly policies
Exclusive Employee discount, wellbeing and recognition platform #ForUSLOT

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Ownership Experience Manager – Customer Community & Loyalty

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