Assistant Manager / Executive, Customer Lifecycle Management
Passionate about creating meaningful customer journeys and driving sustainable growth?
We are looking for an energetic, analytical, and customer-focused professional to manage the customer lifecycle across our automotive services and vehicle sales business—from acquisition and onboarding to engagement, retention, and advocacy.
In this role, you will own the customer journey after lead handover, develop lifecycle programmes, strengthen service standards, and turn customer and operational data into actionable improvements. You will also own B2B2C partner development and sales conversion to grow revenue, deepen loyalty, improve customer satisfaction, and support sustainable business growth.
Responsibility focus
Own lifecycle conversion, onboarding, retention, loyalty, advocacy, service experience, customer insights, and B2B2C partner sales. Receive campaign-generated leads and approved brand assets from Brand and Revenue Growth; provide customer and conversion insights to improve future campaigns.
Key Responsibilities
Lifecycle Conversion and Growth
Customer Conversion, Retention and Advocacy
Convert qualified leads handed over by Brand and Revenue Growth through targeted follow-up, onboarding, and lifecycle offers for automotive services and vehicle sales.
Develop retention, loyalty, cross-sell, repeat-purchase, and referral programmes that deepen customer relationships and grow customer lifetime value.
B2B2C Partnerships and Revenue Generation
Identify, develop, and manage corporate, affinity, and channel partnerships that expand market reach and create scalable B2B2C sales opportunities.
Build partner propositions, commercial programmes, and joint go-to-market plans using brand frameworks and campaign assets provided by Brand and Revenue Growth.
Own the B2B2C sales pipeline from opportunity identification and partner onboarding through activation, lead conversion, and revenue realization.
Work with internal sales and operations teams to ensure partner offers are commercially viable, operationally executable, and supported by a positive end-customer experience.
Lifecycle and Revenue Performance
Track lead-to-customer conversion, onboarding completion, retention, referrals, customer lifetime value, B2B2C pipeline, partner productivity, and realized revenue; provide monthly insights and improvement actions.
Customer Experience and Insights
Service Excellence
Develop, implement, and maintain service-excellence standards—including personal grooming and workplace housekeeping—to deliver consistent customer experience and improve satisfaction.
Omni-channel Engagement
Lead omni-channel engagement initiatives that deliver a seamless, relevant, and consistent experience across every customer touchpoint.
Encourage and manage customer reviews and feedback, including Google reviews, to strengthen trust and the company’s reputation.
Partner proactively with workshop managers and other stakeholders to identify service gaps, determine root causes, and implement practical customer-experience improvements.
Customer Insights and Continuous Improvement
Consolidate and analyse customer feedback, complaints, reviews, survey results, and other customer data to identify trends, pain points, and lifecycle opportunities.
Conduct customer-service surveys and audits to measure satisfaction, assess service quality, and understand the reasons customers are lost.
Present findings and actionable recommendations to stakeholders, track agreed actions, and monitor the impact of improvements.
Serve as secretary for the monthly management meeting by coordinating the agenda, documenting decisions and action items, and tracking follow-up actions.
Requirements
Bachelor’s degree in Marketing, Mass Communication, Business, Customer Experience, or a related field.
At least three years of relevant experience in customer lifecycle management, CRM, marketing, or customer experience, preferably in the automotive or consumer-services sector.
Strong customer engagement and communication skills, with the ability to translate customer insights into practical lifecycle and service improvements.
Working knowledge of CRM, customer analytics, survey, sales-pipeline, and reporting tools.
Strong analytical, stakeholder-management, and project-management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.