Retention Executive

BMW; Lancashire; On-site; GBP 32,000; Full time

Job summary

A UK-based automotive dealer is searching for a Retention Executive to enhance customer loyalty within the service department. The role involves engaging with customers, managing service bookings, and promoting aftersales products. The ideal candidate will possess strong communication skills and a customer-focused mindset. This position offers a basic salary with an OTE of £32,000, alongside 33 days of annual leave. Working hours are Monday to Friday with occasional Saturdays.

Benefits

33 days of annual leave

Qualifications

• Proven ability to engage and communicate effectively with customers.
• Experience in sales or service retention roles is favorable.
• Knowledge of automotive services and customer loyalty principles.

Responsibilities

• Utilize systems to contact customers due for service and manage bookings.
• Guide customers towards suitable products or services.
• Promote Service Plans and aftermarket products for retention.

Skills

Strong communication skills

Customer-focused mindset

Ability to drive retention

Tools

iLloyd

Dealer Management Systems

Job description

Lloyd Blackpool is looking for a Retention Executive.

Overview

The Retention Executive is responsible for maintaining and growing customer loyalty within the service department. You will proactively engage with customers to manage service bookings, promote aftersales products, and ensure an exceptional ownership experience across BMW, MINI, and BYD vehicles. Strong communication skills, a customer-focused mindset, and the ability to drive retention and revenue are key.

Salary: Basic Salary with an OTE of £32,000

Hours: Monday - Friday 08:30 - 17:30, working 1 in 4 Saturdays 08:30 - 13:00

Role responsibilities

• Proactively utilise iLloyd, Dealer Management, and manufacturer systems to contact customers due for service, MOT, or vehicle updates, reviewing EVHC records to follow up on any outstanding or deferred work.
• Apply a strong understanding of customer needs to confidently guide them towards the products or services that best suit their requirements.
• Promote Service Plans and aftermarket products to both returning and new service customers as a key retention and loyalty tool.
• Support the Service Manager and wider team in achieving departmental and manufacturer objectives and targets.
• Collaborate with colleagues to actively promote our full range of services, identifying opportunities to grow business and enhance the customer experience.

Rewards

• 33 days of annual leave, inclusive of bank holidays.