Renewals Expert

• Actively manage the pipeline of end-of-lease customers, advising and supporting them through the renewal of their electric vehicle lease
• Manage renewals, end-of-lease extensions, and retention across all of our leasing products, including salary sacrifice, consumer, and BCH offerings
• Engage with long-term customers, focusing on a relationship-based approach to understand their experience and future needs
• Proactively work to win back lost customers, repairing relationships, and converting 1-star experiences into 5-star renewals, turning detractors into advocates
• Take ownership of a shared team goal, actively working with your peers to deliver the highest possible % Renewal Rate for the business
• Following up with all customers in a prompt manner and matching drivers with their ideal car based on their needs
• Be customer obsessed, through consistently demonstrating next level care, understanding, and service to ensure drivers have every reason to stay and continue their journey with us

• A genuine passion for customer experience and a strong commitment to doing the basics well for a great customer experience, and want to retain our customer base
• The ability to match drivers with their ideal next car and clearly articulate the benefits of continuing their lease
• Solution focused approach to challenging conversations, especially when dealing with customers whose previous service experience has fallen short of expectations
• Positively contribute to team culture and actively share knowledge and ways of working, supporting a team based goal structure
• A proactive attitude towards taking ownership of your own learning and trying to find answers independently

Dog friendly company