Senior Customer Success Manager

THE CARWOW GROUP

Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That's why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer.

What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service.

In 2024 we went big and acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350 million.

WHY JOIN US?

We are winners of the prestigious Culture 100 award that recognises the most loved and happiest tech companies to work for! We have just raised $52m in funding led by global venture capital firm Bessemer Venture Partners (an early backer of LinkedIn and Shopify) to accelerate our growth plans!

As pioneers, we're always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it's our responsibility to see possibility - building new experiences, launching new titles and listening to drivers.

Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!).

Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in!

THE ROLE

We are looking for a motivated and experienced Senior Manager to lead and build a team of Customer Success agents. The Customer Success team serves as the first point of contact for potential sellers, helping align their expectations with the current market, supporting them in the listing process and increasing their chances of selling through our daily online auctions. In this role, you will manage teams in the UK and Portugal, driving achievement of daily vehicle listing targets to support & enable our growth objectives.

To ensure success, you will establish clear structures to maximize team performance and deliver the successful execution of our strategies. You'll manage team leader direct reports to provide consistent coaching and performance management, balancing both volume & quality expectations. Collaborating with other leaders across the business to identify areas for improvement, further enhancing your team's ability to deliver targets.

Your leadership and understanding of the car selling process will help boost team engagement and performance, contributing to the success of the Sell My Car platform.

WHAT YOU'LL DO

• Lead and manage a team of approximately 30 Customer Success Executives & 4 Team Leaders based in our Reading, London & Bournemouth offices in the UK & our Porto office.
• Driving team performance to meet daily new car listing targets.
• Ensure appropriate quality checks & standards are maintained across all vehicle listings.
• Provide coaching, mentoring, and ongoing support to ensure the success of both team leads and individual contributors within your team.
• Monitor team-wide performance against key metrics across daily calls, talk time & activity, providing direction to team leaders on key focuses to boost target performance.
• Identifying areas for improvement and implementing strategies to enhance productivity and service quality across your teams.
• Oversee & manage team pipeline, effectively balancing workload, opportunity & SLA's.
• Identify risks & surface these to senior leadership.
• Manage overall team rotas, to ensure appropriate coverage to meet volume expectations.
• Distributing targets across the team, laddered to our overarching business objectives.
• Conduct regular team meetings to communicate updates, share best practices, and address any challenges.
• Oversee structures to recruit, train, and successfully onboard new team members, ensuring they are equipped with the knowledge and skills necessary to excel in their roles.
• Handle escalated seller inquiries and resolve complex issues, ensuring customer satisfaction and maintaining a positive brand reputation.
• Collaborate with other leaders and departments to ensure seamless coordination and efficient workflows.
• Contribute to the development and implementation of team strategies and initiatives to improve the seller experience and drive business growth.
• Foster a positive and collaborative team environment, promoting open communication and mutual respect.

WHAT YOU'LL NEED

• Proven experience in a leadership role, preferably in a sales, customer success or customer service environment.
• Experience managing teams of 20+ plus individual contributors, preferably with experience also managing team leaders and working as a 2nd line manager.
• Experience managing team performance within a target focused environment, overseeing lead pipeline management & SLA's towards metrics of response time, outbound calling activity & lead conversion.
• Excellent communication, interpersonal, and coaching skills, with the ability to motivate and inspire team members.
• Strong analytical and problem-solving skills, with the ability to identify trends, analyze data, and implement effective solutions in line with senior leadership strategies.
• Ability to work independently and as part of a team, contributing to a positive and collaborative work environment.
• Prior experience in the automotive industry is desirable, but not essential.
• Experience working with CRM systems and other relevant software tools.
• Flexibility to work within the team's operating hours of 9 am-7 pm, Monday to Sunday, on a rotating shift basis (37.5 hours per week).
• Hybrid working available, with a minimum requirement of 3 days per week in the office.

INTERVIEW PROCESS

• Step 1: interview with Talent team.
• Step 2: Competency interview.
• Step 3: Task interview.

WHAT'S IN IT FOR YOU

• Hybrid working.
• Competitive salary to fund that dream holiday to Bali.
• Matched pension contributions for a peaceful retirement.
• Share options - when we thrive, so do you!
• Vitality Private Healthcare, for peace of mind, plus eyecare vouchers.
• Life Assurance for (even more) peace of mind.
• Monthly coaching sessions with Spill - our mental wellbeing partner.
• Enhanced holiday package, plus Bank Holidays.
• 28 days annual leave.
• 1 day for your wedding.
• 1 day off when you move house - because moving is hard enough without work!
• For your third year anniversary, get 30 days of annual leave per year.
• For your tenth year anniversary, get 35 days of annual leave per year.
• Option to buy 3 extra days of holiday per year.
• Work from abroad for a month.
• Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies.
• Bubble childcare support and discounted nanny fees for little ones.
• The latest tech (Macbook or Surface) to power your gif-sending talents.
• Up to £500/€550 home office allowance for that massage chair you've been talking about.
• Generous learning and development budget to help you master your craft.
• Regular social events: tech lunches, coffee with the exec sessions, lunch & learns, book clubs, social events/anything else you pester us for.
• Refer a friend, get paid. Repeat for infinite money.

Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.