Customer Experience Manager

About Us   At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles. You'll be excited to work in this role if...   You enjoy coaching and seeing your team grow whilst encouraging coordinators to step up. You see the patterns behind the problems, an issue today is a process fix tomorrow, and you’re wired to look for both. You want to own the customer experience end-to-end, shaping how it works, not just running what’s already there.   About the role  As InLife Manager at Splend, you’ll be the strategic and operational leader of the customer experience post-sale at our Cricklewood hub. You’ll lead and develop a team of InLife Coordinators, own the end-to-end post-sale customer journey, and drive continuous improvement in how the hub runs. It’s a role for someone with a customer-first mindset, strong leadership instincts, and a genuine interest in how operations and customer experience fit together. Your focus is on creating a best-in-class ownership experience that drives retention, loyalty and scalable customer success.  What you'll be doing

Lead, coach and develop a team of InLife Coordinators, setting objectives, running 1:1s, and building a culture of accountability and growth.

Own the end-to-end post-sale customer journey, ensuring consistent, high-quality service across onboarding, enquiries, returns and exchanges.

Act as the voice of the customer within the business, spotting pain points and shaping fixes.

Oversee day-to-day hub operations including fleet readiness, scheduling and service coordination.

Plan and manage team resources and workflows, resolving escalations and minimising service disruption.

Collaborate cross-functionally with Sales, Product Experts and Fleet on customer needs and operational issues.

Drive process improvements including identifying opportunities for innovation and automation.

Monitor key performance metrics (NPS, retention, resolution times) and report on trends to inform strategy. 

What you'll bring to Splend

Proven experience leading operational or customer service teams in retail, automotive, or subscription-based environments.

Strong track record in people management including coaching, performance management and team development.

Deep understanding of customer lifecycle operations, ideally in a high-volume or service-driven setting.

Excellent problem-solving and decision-making skills whilst under pressure

Strong commercial awareness and understanding how operations support business growth and retention.

A Full UK licence required. You’ll be based at our Cricklewood Hub. 

Benefits & Support

💰 Bonus scheme: Opportunity to earn based on your performance 

🏖️ Annual leave: 25 days + bank holidays 

🎂 Day off for your Birthday!  

📖 Dedicated Learning & Development platform    

❤️‍🩹 Private Health Insurance and Monthly Wellness Allowance 

💭 Employee Assistance Program  

Our Process

1. Intro with our Talent team to understand your background, aspirations, and answer your questions. 

1. Interview with the hiring manager to discuss your experience and how it aligns with this role.  

1. Where it applies, we’ll ask you to complete a practical case study.  

1. Final interview to discuss Splend’s long-term vision and to check any remaining questions. 

Diversity & Inclusion

At Splend, we value diversity and inclusion and consider it key to our success. We’re dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.  

If this role sounds like you, but you're not quite sure if you meet every requirement, apply anyway. We're interested in the whole person - your attitude, your potential, and what you'd bring to the team - not just a checklist of credentials. We'd rather hear from you than have you talk yourself out of it. 

When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.