Job Vacancy: Client Experience Manager – Jaguar Land Rover Canterbury
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.
The Role
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.
Client & Case Management
* 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.
Insight, Trend Analysis & Preventing Repeat Issues
* 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.
Requirements
* 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.
Company Benefits
* 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.
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