Aftersales Retention Manager

An exciting opportunity has arisen for a Aftersales Retention Manager to join Lloyd BMW based in Newcastle.

Salary: Basic Salary with OTE £30000 - £36000 
Hours: 08:00 – 17:30

Role responsibilities:

• Manage the day-to-day operations of a busy Retention and Administration department, overseeing 2 Retention Executives and 1 Service Administrator.

• Utilise iLloyd, dealer, and management systems to ensure efficient workflow.

• Contact customers due for service, MOT, or repair to maintain strong retention rates.

• Review Vehicle Health Check (VHC) reports and follow up on any outstanding work.

• Assist with job card preparation, including producing a daily split report for team review.

• Liaise with workshop management to ensure job card accuracy and quality.

• Support service administration, including internal job card preparation and invoicing.

• Manage leads regularly via AWP (CBS, service, battery).

• Conduct 48-hour follow-up calls, including VOC (Voice of Customer) survey reminders.

• Provide general administrative support to the Service Management team.

Performance Management:

• Regularly review the TTS system to monitor Retention Executive call quality.

• Oversee workshop load and diary management to maximise efficiency.

• Produce daily and weekly performance reports for Service Management.

• Monitor and report on daily opportunity metrics (map/app), tracking both individual and departmental KPI performance.

Company Benefits:

• 30 days holiday a year (inclusive of Bank Holidays), plus an extra day off on your birthday.
• Healthcare cash plan.
• Employee vehicle-discount schemes.
• Highstreet discounts.
• Cycle to work scheme.
• Eyecare vouchers.
• Free flu jabs.
• Pension scheme.
• Life Cover.
• Internal and manufacturer training.
• Staff referral scheme. 
• Tool insurance.

About Lloyd Motor Group:

Founded in 1976, Lloyd Motor Group is one of the UK's largest family-run car retailer groups, with 40 retailers across Northern England and Southern Scotland. Representing prestigious brands like BMW, MINI, Land Rover, BYD, Volvo, Kia, Volkswagen, Skoda, INEOS, Honda motorcycles and BMW Motorrad, we've built our reputation on exceptional customer service delivered with a professional yet personal touch. Join our passionate team and you'll find a supportive culture that values your contribution, invests in your development, and empowers you to grow while making a real difference in a company where people are our greatest asset.

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