Senior Manager – Customer Satisfaction

About the role

Lotus Cars is seeking a Senior Manager – Customer Satisfaction to lead the global Voice of Customer programme and drive continuous improvement across the customer journey, product quality and warranty performance. The role sits within the Field Quality Operations team at the Hethel manufacturing site.

Key responsibilities

• Lead and evolve the global Voice of Customer (VoC) programme, maintaining survey frameworks and translating insights into actionable business improvements.
• Manage relationships with external VoC suppliers, overseeing performance, budget and cost‑efficiency.
• Collaborate with Manufacturing, Quality, Engineering, Commercial and regional teams to embed customer insight into strategic decisions.
• Head the Field Quality data analytics function, delivering dashboards, reporting and analytics to reduce warranty costs and improve issue identification.
• Promote data quality and explore new tools, including Power BI and AI‑enabled platforms such as Altair, Copilot and OpenAI.
• Line‑manage the VoC Technical Specialist and Lead Data Analyst, providing coaching and fostering a Customer‑First mindset.

Required profile

• Proven managerial experience in the automotive industry, preferably within premium or performance brands.
• Demonstrated success running Customer Journey, Customer Satisfaction or Voice of Customer programmes.
• Strong analytical, problem‑solving and stakeholder‑influence skills.
• Excellent communication and presentation abilities, with experience briefing senior leadership.
• Ability to challenge constructively and drive cross‑functional action.

Required skills

• Power BI
• Altair
• Copilot
• OpenAI

What we offer

• Company car scheme (ECOS)
• 25 vacation days plus bank holidays
• Performance bonus scheme
• Future‑proof pension plan
• Private healthcare coverage
• Hybrid working model