Loyalty Manager

Citygate; High Wycombe; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Training academy access

National Learning Centre access

EV Training levels 1-4

Career progression opportunities

High street discounts

Wellbeing portal

Employee assistance programme

Purchase, service and parts discounts

Employee referral scheme

Pension, life assurance, holidays

Job summary

Citygate Automotive Limited is seeking a Loyalty Manager to drive customer retention through proactive management of finance renewals and exceptional service throughout the ownership journey. You will collaborate with the Sales Management team to engage customers nearing the end of their finance agreements and explore renewal options while ensuring a seamless renewal process.

You will also oversee loyalty programme communications, finance offers, and upcoming vehicle opportunities, building

Qualifications

• Strong background in vehicle sales
• Proven ability to build customer relationships
• Ability to identify sales opportunities and deliver an exceptional customer experience

Responsibilities

• Manage finance renewal customer base and discuss renewal options
• Build relationships with existing customers to maximise retention
• Review renewal performance with Head of Sales and present insights
• Liaise with customers on loyalty programmes and finance offers
• Identify and create sales opportunities by booking appointments and supporting renewals
• Monitor CXM performance and help meet scorecard targets
• Maintain accurate renewal records in the CRM system
• Deliver a professional customer-focused renewal journey

Skills

Customer relationships

Sales opportunities

Customer experience

Job description

Role overview

We are currently looking for a Loyalty Manager to join our supportive and friendly team, representing our wide range of new and used vehicles. As a Loyalty Manager, you will play a key role in driving customer retention by proactively managing finance renewals, identifying opportunities to retain existing customers, and delivering an outstanding customer experience throughout the ownership journey.

Working closely with the Sales Management team, you will build strong relationships with customers approaching the end of their finance agreement, helping them explore their options while ensuring a seamless and professional renewal process. Your ability to engage with customers, identify opportunities, and maintain accurate records will contribute directly to the retailer's sales performance and customer loyalty.

Key Responsibilities

As a Loyalty Manager, your key responsibilities will include:

• Manage and proactively develop the finance renewal customer base, contacting customers approaching the end of their agreement to discuss their future vehicle options.
• Build strong relationships with existing customers, maximising retention opportunities through excellent communication and customer service.
• Work closely with the Head of Sales to review, monitor and present monthly and quarterly renewal performance, highlighting opportunities and areas of focus.
• Liaise with customers regarding loyalty programmes, manufacturer campaigns, finance offers and upcoming vehicle opportunities.
• Identify and create sales opportunities by booking customer appointments and working collaboratively with the Sales Team to support vehicle renewals.
• Monitor customer satisfaction (CXM) performance and support the achievement of retailer scorecard targets.
• Maintain accurate customer records and renewal activity within the CRM system, ensuring all customer interactions are recorded and followed up effectively.
• Deliver a professional and customer-focused experience throughout the renewal journey, supporting long-term loyalty and repeat business

What's in it for you?

With our benefits there is something good for everyone. We're a progressive business that believes building a good team culture is not only good for everyone who works for us – but it makes a difference to how we engage with customers too. That's why when you join Citygate, you can expect to receive a wide range of impressive employee benefits including:

• Access to our in-house training academy for everyone
• Access to The Volkswagen National Learning Centre for specific roles
• Electric Vehicle (EV) Training levels 1- 4 for specific roles
• Internal career progression opportunities across our various brands and locations
• High street discounts
• Wellbeing portal
• Employee assistance programme
• Purchase, service and parts discounts
• Employee referral scheme
• Standard company benefits such as pension, life assurance cover, competitive holidays and cycle to work scheme

About You

You will need to demonstrate a strong background in vehicle sales, with a proven ability to build customer relationships, identify sales opportunities and deliver an exceptional customer experience.

• Excellent communication and listening skills
• Self-motivated
• Energetic and enthusiastic
• Target/goals driven
• Driven by success
• A full driving licence with 1 year's driving experience

Why Citygate

Citygate is a highly successful, privately owned business that has grown significantly over the past twenty years to 650 employees across multiple locations including London, Berkshire, Hertfordshire and Buckinghamshire. We work with global brands (Volkswagen Passenger Cars, Volkswagen Commercial Vehicles, SEAT, CUPRA, ŠKODA and Kia), provide excellent quality training and internal progression opportunities.