Retail Manager - Croydon

Job Summary:

Cazoo launched its online proposition in December 2019, allowing customers to order a car from the comfort of their own home and get it delivered to their door in as little as 72 hours.

We introduced Cazoo Customer Centres as the next step in our exciting journey and so far have 21 state of the art locations across the UK offering an unrivalled customer experience whilst housing industry leading Service Centre facilities. This allows those customers who still wish to collect their vehicle the opportunity to do so, whilst also allowing them to be fully re-assured that post sale we can look after all of their motoring needs.

Job Summary:

This role will be responsible for overseeing the day-to-day management of a single Cazoo Customer Centre made up of a retail proposition which includes vehicle handovers & Cazoo Purchase drop offs, & a Service proposition focused on Servicing, MOT, & customer rectification work.

The Retail Service Manager will be responsible for ensuring that all functions work seamlessly as a single team including involvement in all hiring, inventory management, premises presentation and most importantly customer experience and service.

What you'll be doing:

Acting as the sole Manager for the centre, you’ll be responsible for the team based on site spanning Customer Collection Specialists, Service Support Specialists, workshop based Service Specialist’s & our Vehicle Preparation Valet team.

Within the Service Department, you will be responsible for ensuring that productivity targets are met, MOT opportunities maximised whilst ensuring our Service Centre’s become the first location for all customer rectification work required.

Overseeing a small team of Customer Centre Specialists who are focused on giving an industry leading handover experience, whilst achieving CazooCare attachment targets.

Act as an escalation point for customers with issues when on-site.

Manage priorities and resolve any conflicts between teams.

Act as primary key holder for the site, ensuring the site is opened and closed inline with trading hours and is secure in & out of trading hours

Responsible for ensuring Health & Safety standards are adhered to, ensuring all members of the team are trained and managing risk proactively

Partner closely with other Retail Managers & CC Managers to see where you can share and reapply learnings.

Regular weekend work will be required.

Keen eye on Budget and cost management relevant to both Retail & Service.

Escalation for issues / potential risks with deliveries and collections, support with resolution and mitigating actions

Creating a Cazoo culture within the CCC and team

Skills and experience required:

Strong passion for the customer, with plenty of examples where you’ve taken a customer-first approach.

Extensive experience in a retail environment, preferably with a Motor Trade Service Background.

Ability to bring people together to work towards a common goal.

Data driven and able to manage the centre to key performance indicators

Natural passion for people development.

Comfortable working in a dynamic, fast paced environment

Demonstrable experience of developing & documenting processes

Our Values:

Customer obsessed - We put the customer first in everything we do. Every interaction matters. We want to be famous for delivering the best experience and wowing our customers.

Data driven - Data is part of our DNA and drives all decision making. We are informed and results driven. We seek insights and understanding that will help us improve and grow.

Fast drivers - We have an entrepreneurial passion for working at speed. We like to accelerate and don’t hang around. We make decisions and drive fast towards our goals.

Team players - We are better as a team than as individuals. Everyone counts. We’re inclusive, supportive and respectful and are here to have fun and win together on this journey.

The Benefits:

Support from our brilliant onboarding and training programmes.

We offer a competitive salary with a range of benefits including 25 days holiday, healthcare, pension, bike-to-work, Season Ticket Loan, and Birthday day off. All colleagues at Cazoo are eligible for participation in the company’s share issue scheme.

Job Type
Full Time
66 days ago

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