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splend

Posted 5 days ago

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Customer Experience Manager

LondonOn-siteFull-time

AI Summary

About Us  At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership.

About this role

About Us 

At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

You'll be excited to work in this role if...

  • You enjoy coaching and seeing your team grow whilst encouraging coordinators to step up.
  • You see the patterns behind the problems, an issue today is a process fix tomorrow, and you’re wired to look for both.
  • You want to own the customer experience end-to-end, shaping how it works, not just running what’s already there.

About the role


As InLife Manager at Splend, you’ll be the strategic and operational leader of the customer experience post-sale at our Cricklewood hub. You’ll lead and develop a team of InLife Coordinators, own the end-to-end post-sale customer journey, and drive continuous improvement in how the hub runs. It’s a role for someone with a customer-first mindset, strong leadership instincts, and a genuine interest in how operations and customer experience fit together. Your focus is on creating a best-in-class ownership experience that drives retention, loyalty and scalable customer success.

What you'll be doing

  • Lead, coach and develop a team of InLife Coordinators, setting objectives, running 1:1s, and building a culture of accountability and growth.
  • Own the end-to-end post-sale customer journey, ensuring consistent, high-quality service across onboarding, enquiries, returns and exchanges.
  • Act as the voice of the customer within the business, spotting pain points and shaping fixes.
  • Oversee day-to-day hub operations including fleet readiness, scheduling and service coordination.
  • Plan and manage team resources and workflows, resolving escalations and minimising service disruption.
  • Collaborate cross-functionally with Sales, Product Experts and Fleet on customer needs and operational issues.
  • Drive process improvements including identifying opportunities for innovation and automation.
  • Monitor key performance metrics (NPS, retention, resolution times) and report on trends to inform strategy.

    • What you'll bring to Splend

  • Proven experience leading operational or customer service teams in retail, automotive, or subscription-based environments.
  • Strong track record in people management including coaching, performance management and team development.
  • Deep understanding of customer lifecycle operations, ideally in a high-volume or service-driven setting.
  • Excellent problem-solving and decision-making skills whilst under pressure
  • Strong commercial awareness and understanding how operations support business growth and retention.
  • A Full UK licence required. You’ll be based at our Cricklewood Hub.

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