Overview
Lloyd BMW/MINI Newcastle is looking for an Aftersales Retention Manager.
Your role
Salary: Basic Salary with OTE £30,000 - £36,000
Hours: 08:00 – 17:30
Responsibilities
* Manage the day-to-day operations of a busy Retention and Administration department, overseeing 2 Retention Executives and 1 Service Administrator.
* Utilise iLloyd, dealer, and management systems to ensure efficient workflow.
* Contact customers due for service, MOT, or repair to maintain strong retention rates.
* Review Vehicle Health Check (VHC) reports and follow up on any outstanding work.
* Assist with job card preparation, including producing a daily split report for team review.
* Liaise with workshop management to ensure job card accuracy and quality.
* Support service administration, including internal job card preparation and invoicing.
* Manage leads regularly via AWP (CBS, service, battery).
* Conduct 48-hour follow-up calls, including VOC (Voice of Customer) survey reminders.
* Provide general administrative support to the Service Management team.
* Performance Management:
o Regularly review the TTS system to monitor Retention Executive call quality.
o Oversee workshop load and diary management to maximise efficiency.
o Produce daily and weekly performance reports for Service Management.
o Monitor and report on daily opportunity metrics (map/app), tracking both individual and departmental KPI performance.
Rewards
* 30 days holiday a year (inclusive of Bank Holidays), plus an extra day off on your birthday.
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