Sell Your Car - Operational Lead

Operations

London,

Wednesday 14th July 2021

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Our Ref: 43256

Competitive

'Sell your Car' Operational Lead About carwow

Let's face it, car buying isn't easy. That's why at carwow, we're leading the mission to make it better, with our vision of helping our customers to be the most informed and empowered car buyers in the world. Since carwow's inception, we've already improved the car buying experience for hundreds of thousands of people, selling cars through our site with a total value of £10.3Bn.

We're a highly driven (excuse the pun) scale-up with a team of circa 250 based in London, Munich and Madrid and are backed by some of Europe's leading VCs & car manufacturer Daimler (Mercedes-Benz).

However, our ambitions don't stop there. This year, we are quickly scaling across many areas of our business with huge plans for the future. So, if you always aim to WOW through everything you do (check out more info about our values here), we'd love you to join us on our journey.

About the role

Our business is growing and we are looking to build out our part exchange offering. We are now looking for an effective and curious leader who can lead our operations in this side of the business. You will be a tenacious leader with proven experience of building teams from scratch through process and customer driven initiatives.

About the Key Responsibilities

    • The purpose of this role is to help execute a series of changes within carwow from an operational standpoint
    • You will complete an end-to-end operational review of current sales and customer support processes and identify improvements relating to systems, automation and general process.
    • You will design new processes from the ground up and facilitate the implementation of these processes including staff training
    • You will be responsible for the continuous improvement of sales and customer support processes
    • You will collaborate with both internal and external stakeholders to ensure the smooth operational running of the relevant teams, and will report on the progress of changes to the Customer Experience Manager

Requirements:

ABOUT YOU

We are looking for someone who has:

  • A passion for cars and the automotive industry
  • Experience in an operational role within a start-up / scale-up environment
  • Experience of hiring and managing a team
  • Extensive knowledge of customer support, sales and aftersales processes
  • A good understanding of online platforms
  • Excellent communication skills
  • Experience of using data and insights to measure performance
  • Proactive problem solving skills

At carwow, we place great emphasis on hiring people who live and breathe our company values. Here is how some of them are relevant to this role, to name a few.

Proactive: At carwow we know that taking risks and creating ownership for our people is how we strive forwards. You will be ready for action and risk taking, with well thought planning and approach on how to tackle problems.

Curious: We are hungry to learn, and thrive from learning new ways of doing things and new skills. You have a hunger to learn and actively seek feedback from others on how to do better.

Effective: At carwow we are driven by our desire to create input in our work. We want to change our customer experience for the better and show this through our data. Through your time as a leader you will be able to demonstrate how you have effectively changed the business for the better, either through financial gain for the business or through customer satisfaction.

Benefits:

WHAT'S ON OFFER:

  • A competitive salary
  • Equity in the company (share options)
  • 25 days holiday, plus bank holidays and Christmas Eve
  • Financial: Private pension scheme, salary sacrifice benefits (i.e. cycle to work), Travel Loan
  • Flexible working: For those that want to, you'll be able to work from home for the majority of the week, with up to 1-2 days max in the office. You'll be eligible for a ‘home office allowance' of up to £500/€550 to help get set up with everything you need to succeed at home. We also have a new ‘work from anywhere for a month each year' policy in place should you wish to use it.
  • Office: When we are in the office, a dog-friendly office in Victoria, with free refreshments and a variety of breakout spaces (let Mat Watson take you for a spin around our office here).
  • Health: Private medical health insurance, subsidised gym membership, free access to Sanctus mental-health coaching sessions
  • Social: Company wide collaboration such as bi-weekly product demos, coffee with the exec sessions, culture club, social events (currently virtual)


With people from over 25 different nationalities already part of our team, at carwow we strongly believe a diverse and inclusive workforce creates a more innovative company with a broader perspective. We are committed to creating a team where anybody can thrive regardless of their background. Wherever you're from, whatever you believe, all we ask is that you have drive and share our company values (you can view them here).

Desired Skills and Experience
  • Process improvement
  • after sales
  • customer service manager
  • sales operations


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