Client Experience Manager

Barretts Jaguar Land Rover offer an exciting opportunity for a Client Experience Manager to join our team in Canterbury, Kent. The role champions a customer first approach across the full client journey for Jaguar and Land Rover.

You will be part of a client experience team ensuring concerns are handled promptly, professionally and with genuine care, while supporting continuous improvement across the business.

• Act as the key point of contact for clients, providing clear communication, reassurance and ownership of resolution.
• Handle and resolve client concerns with professionalism, empathy and a calm approach.
• Liaise with aftersales, sales and other departments to ensure timely and joined up outcomes.
• Proactively follow up with clients to gather feedback, answer queries and ensure a positive resolution.
• Ensure clients are given the opportunity for a manager led resolution where required.

• Analyse data from internal customer platforms to identify trends, recurring issues and root causes.
• Develop clear and practical recommendations to improve processes and reduce repeat concerns.
• Produce simple reporting updates for the leadership team, including themes, volumes, resolution times and outcomes.
• Champion a customer first culture, sharing insights and learnings to improve future outcomes.
• Support colleagues with best practice communication and guidance where required.
• Contribute to the development of client experience initiatives and service standards.

• Proven experience in customer experience, service recovery or client facing role (automotive, hospitality, luxury retail or similar).
• Confident communicator, able to manage a range of client conversations and build rapport quickly.
• Highly organised with strong time management skills and the ability to meet deadlines.
• Calm, resilient and solution focused under pressure.
• Strong analytical mindset, comfortable using data to identify trends and recommend improvements.
• IT confident.
• Full UK driving licence preferred but not essential.

• 32 days annual holiday (including 8 bank holiday days).
• Welcome pack and company induction.
• Discounted servicing and parts across the group.
• Industry leading manufacturer training including electrification.
• Annual staff social events.
• Barretts Summer Ball (held every 2 years).
• State of the art working environment.
• On site parking.