Customer Experience Executive

BYD Europe; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

BYD Europe is seeking a Customer Experience Executive to support the Customer Experience team across the BYD and DENZA retailer networks. You will analyse customer feedback, prepare reports and help retailers and internal teams improve across Sales and Aftersales.

The role requires strong analytical skills, ability to present insights, and willingness to travel to retailer locations nationwide. Proficiency in Excel and PowerPoint and CRM systems is preferred.

Qualifications

• Experience in Customer Experience, Customer Care, retail operations, sales support, data analysis or reporting would be advantageous.
• Strong analytical and problem-solving skills, with the ability to interpret data and communicate key findings clearly.
• Confident interpersonal and communication skills, with the ability to build relationships both remotely and face to face.
• Organised, proactive and adaptable, with the ability to respond to changing priorities.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Experience using CRM systems, reporting tools or customer feedback platforms would be advantageous.

Responsibilities

• Prepare, analyse and distribute regular Sales and Aftersales NPS reports.
• Analyse customer feedback and performance data to identify trends and opportunities for improvement.
• Create clear reports and presentations for internal teams and retailer stakeholders.
• Support KPI management including NPS, Mystery Shopping, and Sales Standards Audits.
• Attend retailer meetings and provide face-to-face feedback on performance.

Skills

Analytical skills

Problem-solving

Data analysis

Stakeholder management

Communication skills

MS Excel

PowerPoint

CRM systems

Tools

Excel

PowerPoint

CRM systems

Reporting tools

Job description

About BYD

BYD is one of the world's most innovative and fast-growing automotive brands, leading the global transition to electric mobility. In the UK, we are scaling rapidly - expanding our retail footprint, accelerating brand awareness, and redefining what modern automotive marketing looks like. Our mission is simple: make sustainable mobility accessible, desirable, and unmistakably BYD.

About the Role

The Customer Experience Executive will play a key role in supporting the Customer Experience team across the BYD and DENZA retailer networks, helping both brands deliver an industry-leading customer experience.

This varied role combines customer experience reporting, data analysis, stakeholder management and retailer engagement. The successful candidate will analyse customer feedback and performance data, produce clear and insightful reports, and support retailers and internal teams in identifying and delivering meaningful improvements across both Sales and Aftersales.

Key Responsibilities :

• Prepare, analyse and distribute regular Sales and Aftersales NPS reports.
• Analyse customer feedback and performance data to identify trends, highlight key insights and identify opportunities for improvement.
• Create clear and engaging presentations, reports and performance updates for internal teams and retailer stakeholders.
• Support the implementation and ongoing management of Customer Experience KPIs, including NPS, Mystery Shopping and Sales Standards Audits.
• Attend retailer meetings and conduct regular site visits to present performance findings, share insights and provide face-to-face feedback.
• Constructively challenge retailer performance where customer experience, sales or operational standards are not being consistently met.
• Support Sales and Aftersales Field teams in developing and implementing retailer improvement plans, monitoring agreed actions and tracking progress.
• Complete administrative activities relating to CRM lead-flow and customer enquiry management.
• Contribute to projects and initiatives designed to improve the end-to-end customer journey, from initial enquiry and showroom visit through to vehicle handover, ownership, referral and renewal.
• Build effective working relationships with Customer Care, Sales, Aftersales, Technical, Training and Field teams.
• Manage multiple priorities effectively, delivering accurate, high-quality work within tight deadlines and changing timescales.

What do you need to be successful :

• Experience in Customer Experience, Customer Care, retail operations, sales support, data analysis or reporting would be advantageous.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends and communicate key findings clearly.
• Confident interpersonal and communication skills, with the ability to build positive relationships both remotely and face to face.
• Comfortable presenting performance feedback and constructively challenging stakeholders to drive improvement.
• Highly organised, proactive and adaptable, with the ability to respond effectively to changing priorities.
• Excellent attention to detail and a strong focus on delivering high-quality results.
• Able to work independently and take ownership of tasks while contributing positively to the wider team.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Experience using CRM systems, reporting tools or customer feedback and survey platforms would be advantageous.
• A full UK driving licence is essential.
• Willing and able to travel frequently to BYD and DENZA retailer locations nationwide.