Senior Manager – Customer Satisfaction

Lotus Cars; Norwich; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Company Carscheme (ECOS)

25 vacation days + bank holidays

Performance bonus

Future-Proof Pension

Private healthcare

Hybrid working

Job summary

Lotus Cars is seeking a Senior Manager – Customer Satisfaction to join the Quality team at Hethel/Coventry. You will lead the global Voice of Customer programme, oversee field quality analytics, and drive improvements in customer satisfaction, product quality and the end-to-end customer journey.

This leadership role requires managing teams, collaborating across functions, and championing a Customer First mindset to influence strategic decisions across Manufacturing, Engineering and Commercial

Qualifications

• Experience in customer satisfaction/voice of customer programmes.
• Strong problem-solving and analytical skills.
• Experience in automotive environment is advantageous.

Responsibilities

• Lead and develop the global Voice of Customer programme.
• Oversee Field Quality data analytics and dashboards.
• Manage VoC suppliers and budget; drive cost efficiency.
• Engage stakeholders to translate insight into action.
• Lead and develop the VoC/Data Analytics team and champion customer-first mindset.

Skills

Customer satisfaction

Voice of customer

Data analytics

Stakeholder management

Leadership

Education

Relevant degree or professional experience

Tools

Power BI

AI-enabled analytics

Job description

Lotus Cars is renowned for crafting world-class, high-performance, and lightweight sports cars that are celebrated across the globe.

Lotus Cars Limited serves as the company’s manufacturing HQ in the UK, where we proudly produce iconic models such as the Emira and the all-electric Evija. As we continue to elevate our capabilities and global presence, we are seeking a Senior Manager – Customer Satisfaction to join our dynamic Quality team at our state-of-the-art manufacturing facility in Hethel.

About the role

We are looking for a Senior Manager – Customer Satisfaction to join our Field Quality Operations team.

This is a key leadership role focused on ensuring the voice of the customer is understood, acted upon and embedded across the business. You will lead our global Voice of Customer programme, oversee field quality data analytics and work across Quality, Engineering, Manufacturing, Commercial and regional teams to drive continuous improvement in customer satisfaction, product quality and the overall customer journey.

The role will also support wider warranty and field quality activity as required.

What you'll do

Voice of Customer programme

• Lead and continuously develop the global Voice of Customer programme.

• Maintain and improve the existing global VoC survey framework to generate meaningful business insight.

• Focus on both product-related feedback and the full end-to-end customer journey.

• Use customer insight to help improve loyalty, recommendation, reputation and competitor conquest.

• Identify emerging customer themes, experience gaps and future product opportunities.

• Ensure customer feedback is translated into clear business actions and measurable improvements.

Supplier and budget management

• Manage relationships with external customer experience and VoC suppliers.

• Oversee supplier performance, output and service quality.

• Manage the VoC budget and identify opportunities to improve efficiency and reduce cost.

Customer insight and stakeholder engagement

• Work with internal and external stakeholders to identify customer insight requirements.

• Ensure insight is presented in a way that supports operational and strategic decision‑making.

• Implement updates to the VoC programme where required to meet evolving business needs.

• Establish regular reporting channels so customer insight embedded into decision‑making.

• Consult, challenge and influence stakeholders to ensure customer feedback leads to meaningful action.

• Work closely with Manufacturing, Quality, Engineering, Commercial and regional teams to improve the customer experience.

Field Quality data analytics

• Lead the Field Quality data analytics function.

• Support and develop the team responsible for data flows, reporting dashboards and regular quality reporting.

• Use analytics to support warranty cost reduction, issue identification and improved problem definition.

• Drive better use of data across Field Quality Operations and the wider Quality function.

• Promote data quality, confidence and consistency to enable stronger data‑driven decision‑making.

• Explore and implement new tools, technology and systems that improve analytics capability, speed and business value.

The team currently uses tools including Power BI and AI-enabled platforms such as Altair, Copilot and OpenAI, but we are open to adopting other technologies where they provide clear benefit.

Leadership

• Line manage the VoC Technical Specialist and Lead Data Analyst.

• Provide clear direction, coaching and development for the team.

• Build strong relationships across the organisation and champion a Customer First mindset.

• Influence senior stakeholders and present insight and recommendations at all levels of the business.

What you'll bring

We are looking for an experienced manager with a strong background in customer satisfaction, customer insight, quality or a related automotive environment.

You will ideally have:

• Automotive industry experience with proven managerial responsibility.
• Experience managing Customer Journey, Customer Satisfaction or Voice of Customer programmes.
• A relevant degree or equivalent professional experience.
• Strong problem‑solving and analytical skills.
• Knowledge of the premium automotive sector.
• Experience using customer insight to drive operational and strategic decisions.
• Confidence working with complex data, dashboards and reporting.
• Strong stakeholder management and influencing skills.
• Excellent communication and presentation skills, including experience presenting to senior leadership.
• The ability to challenge constructively and drive action across multiple business functions.
• A strong Customer First mindset.
• Experience leading and developing teams.

It would be advantageous to have

• Experience with Power BI or similar business intelligence tools.
• Exposure to AI-enabled analytics platforms.
• Experience working in Field Quality, Warranty, Customer Experience or Aftersales.
• Experience with supplier and budget management.
• Experience working in a premium, luxury or performance automotive environment.

What we offer:

• We provideaccess to a Company Carscheme (ECOS)to make your commutes smoother!
• 25 Vacation Days + Bank Holidays: Recharge, explore, or binge-watch your favorite series with plenty of time to relax and enjoy life outside of work.
• Performance Bonus: Get rewarded for your hard work with an exciting, non-contractual bonus scheme—because great effort deserves great perks.
• Future-Proof Pension: Plan for your tomorrow while thriving today with a solid pension scheme to keep your future bright.
• Private Healthcare: Stay healthy and stress-free with premium healthcare coverage tailored to keep you at your best.
• We work hybrid, meaning you will be in the office when necessary and you can work from home when you're needed there.

Additional Information:

• This role will be working from our Hethel / Coventry office within our flexible working policy
• Candidates must be eligible to work in UK without VISA sponsorship.

Summary:

Location: Hethel or Coventry
Department: Quality – Field Quality Operations
Reports to: Director of Field Quality Operations
Direct Reports: 2

Our Company:

Group Lotus is a leading sports car manufacturer with over 75-year long history of iconic designs, groundbreaking engineering and legendary victories on the F1 track. Today we are transforming into a truly global performance car brand focused on the electrical future. In 2022 welaunched the Eletre, the world’s first all-electric hyper-SUV, and in 2023 our fully-electric Hyper-GT, Emeya.

As part of the Lotus team, you push boundaries. Those of the car industry and of your own. Every member of the Lotus family has some of the pioneering mindset of founder Colin Chapman in them.

Hethel, Norfolk, England has been the home of Lotus for over 60 years, ever since Colin Chapman, our founder, started making championship-winning racing cars.In conjunction with production facilities in Norwich, and research facilities near Warwick, our UK sites offer a wide breadth of roles for all disciplines.

We're not just a car company; we're a diverse mix of talent from all walks of life.At Group Lotus, we firmly believe that diversity and inclusion are not just buzzwords but essential pillars of a thriving and successful organisation.Read more here: Equity, Diversity & Inclusion in Lotus Cars.