Client Experience Manager

Client Experience Manager
Oxfordshire, UK; Torrance, CA
Full Time
Starting Date:
About Singer:

We are passionate about creating some of the most awesome automobiles in the world. Founded in California in 2009, Singer Vehicle Design is a luxury brand with a global clientele and operations in the US, the UK, and Switzerland. Our mission is described simply as: “A Relentless Pursuit of Excellence.” The company has become renowned for its collaboration with owners of the air-cooled Porsche 911 in pursuit of bespoke restorations.

Job overview:

The Singer Vehicle Design’s Client Experience Team is responsible for ensuring that customers receive a best-in-class client journey from first engagement through to delivery. The Client Experience Manager acts as a single point of contact and concierge for all client related issues and questions, drawing on support from other functions within SVD.

  • Manage Singer clientele throughout their journey from initial order to delivery
  • Engage with clients regularly, sharing updates and all decision-based deadlines
  • Provide high-quality, technical and/or nontechnical education and training to clients and other contacts on topics such as: brand history/values, customer experience, current/future technology, performance, application and overall benefits
  • Support the development of a proper communication process, protocol and tools for future scalability, including Client Portal, gifting process and 3C strategy
  • Develop structures and templates for all client interaction in order to successfully measure KPIs for all client engagement programs and initiatives
  • Support strategic decision making based on customer insights
  • Work in a cross functional team environment as a strong team player and demonstrate ability to work with other functional groups to achieve company-wide goals
  • Elevate the Singer Vehicle Design brand and ensure every point of contact is an excellent experience
  • Report to the department head regarding objectives, planned activities, reviews, analysis, budgets and expenses – 100% data accuracy required
  • 5+ years of experience within luxury automotive industry or equivalent brand industry.
  • 5+ years of specific experience in a client management or customer facing role
  • Bachelor’s degree in Business Administration or another relevant field is desired
  • Team oriented, strong ability to multi-task and work in a fast-paced environment and to meet multiple deadlines
  • Strong organizational, problem-solving and collaborative skills with the ability to prioritize effectively and efficiently within and across departments
  • Professional appearance, excellent verbal and written communication abilities
  • Proficient with Microsoft Office (incl. Excel, PowerPoint, SharePoint, Teams), as well as various digital illustration, editing, and design-based programs and tools
  • Prior experience in rapidly growing business environment
  • Ability to work independently and from home
  • Detailed knowledge of Singer Vehicle Design’s history, heritage and services (preferred)