An outstanding opportunity to be part of a high growth business at the heart of the low carbon transition. You will be an outstanding sales and customer operations leader adept at optimising both human and digital customer interactions. Combining E mobility, Fintech and EnTech DriveElectric are established leaders in the provision, funding and operation of electric vehicles. Growth of 77% year on year is being achieved and set to continue due to the recent 50/50 partnership with Sumitomo Corporation alongside brand partnerships with the likes of EDF and Lloyds Banking Group. Please apply if you are looking to take a strategic part in rapid digital transformation and business sales growth in a market set to take 50% of vehicle registrations by 2027.

Main Purpose of the Position

Leading the teams that deliver the human face of DriveElectric this role will ensure the successful engagement of a range of customer types both to secure new relationships and then to ensure in life engagement that keeps them coming back for more and referring others. Key metrics will include conversion of opportunities presented from marketing activities and appropriate unit sales for both new and repeat business, along with delivery of quality of service that ensures we both delight customers and maintain compliance with FCA, ICO, BVRLA, Bank Partners and other regulatory oversight.

Lead the Customer Operations team to deliver market-leading customer focus, satisfaction, and loyalty.

Key Results for this Position

• Acquisition of business customers
• Generating % of opportunities related to customer fleet from business customers
• Percentage Conversion of Opportunities to Orders
• Customer satisfaction relating to deliveries and in life service
• Maintaining NPS score across all customer types

Key Responsibilities

• Works with the CEO and Senior Leadership team to develop and direct the Customer Operations plan to the strategic business plan, company growth strategies and business development opportunities.
• Promote effective communication with all internal functions
• Responsible for the coaching, training and career development of the Customer Operations team across Retail, SME and Fleet customers including customer services.
• Accountable for achieving goals for customer engagement relating to new customer journey including recording customer data, qualifying opportunities, securing orders, completing lease documentation and deliveries across Retail and SME
• Accountable for achieving Unit Volume Goals and Margin for new customer acquisition, customer retention and fleet penetration across all customer types.
• Accountable for the delivery of customer operations to fit budget objectives of the business mainly relating to overhead / margin
• Accountable for execution of all in life contact and processes.
• Responsible for ensuring all customer engagement activities meet current regulatory requirements including but not exclusively FCA, ICO, BVRLA and requirements for bank and other partners.
• Accountable for setting detailed departmental goals for performance and growth
• Leads, coaches and develops a team across multiple locations
• Drives business development for SME/ Retail and Fleet activity including input/collaboration on product development and marketing strategy.
• Provides timely, accurate and complete reports relating to volume, timing and quality of customer operations
• Measures and analyses the efficiency of systems and procedures and works with Marketing and Product team to design implement and measure improvements.
• Establish customer operation and sales KPIs and conduct quality assessments
• Monitor daily operations and address potential issues when they arise
• the needs of external and internal stakeholders.

Professional Competencies

• Strong leadership skills with the ability to share the Company’s vision, mission and values
• Strategic thinker
• Proven ability to meet and exceed business objectives.
• Proven planning and organisational skills including project management
• Team management skills including managing remote employees
• Able to make sound decisions based on accurate and timely analyses
• Numerically competent with the ability to create reports and analyse data
• Can inspire confidence, engaging people skills
• Strong influencing and persuasion skills
• High levels of accuracy and attention to detail in work.
• Excellent relationship management skills
• Ability to drive the Customer Operations to deliver excellent customer service

Personal Competencies

• Drive and desire to exceed market norms in terms of performance
• Creative approach to problem solving and development.
• Superb communicator with a good understanding of human behaviour.
• A positive and professional attitude.
• Always demonstrates honesty and integrity.
• Strong team player and collaborator

Knowledge and Experience Required

• At least 3 years senior sales or customer operations or sales leadership
• At least 7 years sales or customer operations experience
• Proven sales achiever across B2C and B2B
• Good understanding of leasing business and financial issues.
• Delivered digital business process change and through OKR or similar method
• Experience of working within FCA or similar compliance framework
• Vehicle and or finance experience desirable

Qualifications Required

Bachelor’s degree in Business Administration/ Management or similar field

Benefits

• Salary up to £100k depending on experience
• Tesla company car
• Employee Assist Programme (a confidential service to help colleagues)
• A positive, friendly and respectful working environment, set in an attractive riverside office
• Independent HR team

As part of our strategic plan, we are investing heavily in marketing and technology including rapid scaling of initiatives focusing on both traditional SME & fleet B2B growth and brand new self-serve focussed D2C propositions driven through digital channels.  To help us on this exciting journey we are looking to hire a committed Content Executive who will work collaboratively within the marketing team to develop engaging digital content that will help ensure DriveElectric is seen as an expert in EV motoring and our web channel as a prime destination point for relevant web traffic that can convert to EV leasing sales opportunities.

The ideal candidate will love to produce high quality content about electric vehicles and associated concepts and technology (such as charging solutions, congestion charges, clean air zones, net zero and sustainability). Having a passion for electric vehicles and the move to zero tailpipe emissions is a must.

Reporting to the Head of Marketing you will have full accountability for ensuring a consistently outstanding level of in-house developed content output in terms of quantity,  quality of writing and relevance to our market, ensuring we maximise our ability to drive web traffic through optimised search.

Primary Responsibilities

• Produce, edit and publish high quality and unique content on the DriveElectric website(s); this will include:
  • ‘of the moment’ news content from various sources
  • Well-research guides and other long-form ‘evergreen’ content
  • Edit and update existing content
  • Scripting writing for video content
• Manage and grow a pool of freelance content producers
  • Edit and publish submitted and accepted content
  • Produce content briefs for freelance talent
• Manage the DriveElectric content schedule
• Assist in other areas of the business which requires high quality copywriting
• Promote content via DriveElectric channels, such as via social media & email
• Develop relationships with EV stakeholders; such as press departments at OEMs and other industry organisations
• Manage and develop social media strategy to;
  • Position DriveElectric at the forefront of EVs and the experts in EV leasing in the UK
  • Build on our dedicated follower numbers across social media

Essential

• Exceptional written word skills
• Experience of using Content Management Systems (CMS) to publish to web
• Excellent social media knowledge and how to use it to build a following
• Creative flair and ability to generate content ideas

Desirable

• Use of SEO strategies to maximise online visibility of DriveElectric
• Excellent copywriting skills, ability to tell a story concisely and creatively
• Google Analytics or similar experience
• Experience in video content
• Experience in image editing software (such as Adobe Photoshop)
• Passion for electric vehicles/sustainability

Interpersonal skills

• Team player but able to work alone
• Self-starter
• Good time management skills
• Ability to work on multiple projects simultaneously
• Can-do attitude
• Strong interpersonal skills and willingness to communicate with internal and external stakeholders

Qualifications

• Degree level in either English / Marketing (or similar)
  • And/or ability to demonstrate exceptional written English skills

Benefits

• Salary 20 – 25k (depending on experience)
• Pension and paid holiday
• Employee Assist Programme (a confidential service to help colleagues)
• A positive, friendly and respectful working environment, set in an attractive riverside office
• Training and career progression within a growing sector
• Independent HR team