Retention Team Lead

THE CARWOW GROUP

Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer.

What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service.

In 2024 we went big and acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million.

WHY JOIN US?

Shortlisted in the prestigious Culture 100 list of the top Growth companies to work for by Hyer; we also recently raised $52m in funding led by global venture capital firm an early backer of LinkedIn and Shopify, Bessemer Venture Partners, to accelerate our growth plans!

As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility – building new experiences, launching new titles and listening to drivers.

Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!).

Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in!

THE ROLE

The Retention Team Lead will play a critical role in driving team performance, coaching and training team members on strategies to retain sales, and identifying opportunities to improve conversion and revenue.

Responsibilities:

• Team Leadership:
• Lead and manage a team of Retention Executives, providing coaching, guidance, and support to ensure they achieve their targets and KPIs.
• Foster a collaborative and high-performance team culture, promoting continuous improvement and innovation.
• Coaching and Development:
• Train team members on best practices and techniques to retain sales and overcome objections effectively.
• Conduct regular performance reviews and one-to-ones to identify areas for development and provide actionable feedback.
• Performance and Metrics:
• Monitor team performance and productivity, ensuring KPIs and conversion targets are met or exceeded.
• Analyse team metrics to identify trends, challenges, and opportunities for improvement.
• Create and implement performance-enhancing strategies to drive revenue growth.
• Process Improvement:
• Develop and implement new ideas and initiatives to improve retention conversion rates and customer satisfaction.
• Collaborate with other departments to ensure seamless processes and identify resources needed to support the retention function.
• Reporting and Insights:
• Prepare and present regular reports on team performance, highlighting successes and areas for improvement.
• Stay informed on industry trends and best practices, sharing relevant insights with the team to enhance their approach.

Requirements

• Proven experience in managing and coaching teams, preferably in sales or customer service environments.
• Strong understanding of retention strategies, objection handling, and sales techniques.
• Excellent written and verbal communication skills, with the ability to inspire and motivate team members.
• Analytical mindset with the ability to interpret data and translate insights into actionable plans.
• Ability to manage multiple priorities, meet deadlines, and thrive in a fast-paced environment.
• Collaborative and adaptable approach to problem-solving.
• Strong attention to detail and commitment to delivering exceptional results.

Benefits

• Hybrid working
• Competitive salary to fund that dream holiday to Bali
• Matched pension contributions for a peaceful retirement
• Share options - when we thrive, so do you!
• Vitality Private Healthcare, for peace of mind, plus eyecare vouchers
• Life Assurance for (even more) peace of mind
• Monthly coaching sessions with Spill - our mental wellbeing partner
• Enhanced holiday package, plus Bank Holidays
• 28 days annual leave
• 1 day for your wedding
• 1 day off when you move house - because moving is hard enough without work!
• For your third year anniversary, get 30 days of annual leave per year
• For your tenth year anniversary, get 35 days of annual leave per year
• Option to buy 3 extra days of holiday per year
• Work from abroad for a month
• Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
• Bubble childcare support and discounted nanny fees for little ones
• The latest tech (Macbook or Surface) to power your gif-sending talents
• Up to £500/€550 home office allowance for that massage chair you’ve been talking about
• Generous learning and development budget to help you master your craft
• Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for
• Refer a friend, get paid. Repeat for infinite money

Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.

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