Customer Experience & Retention Manager (Business Development Centre)

Batchelors Motor Group

Customer expectations have changed. Speed matters. Convenience matters. And every missed call is a missed opportunity. Customers have more choice than ever. Loyalty is not automatic. And winning a customer once is no longer enough.

At Batchelors Motor Group, we are creating a brand-new Business Development Centre, and we are looking for someone to take full ownership of it.

This is not a slot into an existing structure role. It is a build, shape, and lead opportunity.

You will be defining how retention works across the group, what good looks like, and how we proactively keep customers engaged for sales, servicing and aftersales. We want someone commercially sharp, structured, and relentless when it comes to customer follow up, experience, and repeat business, but also someone who is excited by the idea of building something properly from the ground up.

A bit about us

Batchelors Motor Group is a family-owned business that has been doing things differently for over 30 years.

We have grown across Yorkshire by keeping things simple, looking after customers properly, and backing people who take ownership. We are not a corporate PLC with layers of process and slow decision making.

As the business continues to evolve, we are putting far more focus on customer lifetime value, retention, and structured follow up. This role is a direct response to that shift.

The role

This is a newly created role responsible for designing and building our Business Development Centre customer retention function. You will not be inheriting a finished system. You will be shaping it from day one. You will define the strategy, build the processes, create the customer journeys, and set the standards for how we retain, reactivate, and grow our existing customer base across sales and aftersales.

You will also work closely with senior leaders across sales, service, and marketing to embed retention into everyday activity, not as a campaign, but as a core discipline of the business. Some days you will be building structure and strategy. Other days you will be deep in CRM data, fixing gaps in follow up, or recovering customers who have gone cold.

You will be involved in:

• Recruit and manage a team of aftersales and sales professionals within the BDC function
• Designing and building the customer retention function from the ground up
• Creating structured lifecycle and customer journey strategies
• Building retention, reactivation, and lapsed customer campaigns
• Developing CRM processes, segmentation, and data standards
• Embedding retention activity across sales and aftersales teams
• Overseeing outbound retention activity through the BDC
• Defining KPIs, reporting and performance tracking for retention
• Improving customer communication standards across all channels
• Shaping how data and automation are used to drive repeat business

What we are looking for

Automotive experience is strongly preferred, ideally within a dealership, retail group, service environment, or customer contact centre.

More importantly, we are looking for someone who wants to build something, not just manage something.

This role is particularly well suited to a Sales Manager or Aftersales Manager looking to make a change, step away from day-to-day dealership operations, and move into a more strategic, group wide position with real influence.

You might already be in a BDC, CRM, marketing, or retention role, or you could be a strong leader from a sales or aftersales background ready for a new challenge.

We are looking for someone who understands that retention is built on discipline, timing, and consistency, and who can turn that into a structured, scalable system.

You will need to be:

• Highly structured and process driven
• Confident working with data, CRM systems, and reporting
• Commercially focused with a strong understanding of lifetime value
• Comfortable influencing across multiple departments
• Self-driven and motivated.
• Strong communicator with high attention to detail and standards

Most importantly, someone who is energised by the idea of shaping a department from scratch and making it their own.

What is in it for you

Alongside a competitive salary of £38,000 with a £50,000 OTE,

you will also get:

• 22 days holiday plus bank holidays
• Birthday off
• Company Car
• Preferential servicing and repair rates for family vehicles
• Ongoing development opportunities
• Workplace pension scheme
• Staff referral scheme
• Company events and team incentives
• Long service additional holiday awards
• A supportive, family run business culture where people tend to stay and grow