Customer Success Executive

Job description

CUSTOMER SUCCESS EXECUTIVE OUR MISSION 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? We are winners of the prestigious Culture 100 award that recognises the most loved and happiest tech companies to work for! We have just raised $52m in funding led by global venture capital firm Bessemer Venture Partners (an early backer of LinkedIn and Shopify) 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! CUSTOMER SUCCESS @ CARWOW We are seeking a dynamic and driven Customer Success Executive to join our Sell My Car team. In this role, you will be crucial in guiding car sellers through the Carwow auction process, ensuring a smooth and successful experience for them while maximizing their chances of selling their vehicles. You'll combine your communication skills with a customer-centric approach to build rapport with sellers and ensure they are fully informed and confident throughout the process. KEY RESPONSIBILITIES - Manage a lead pipeline of potential customers looking to sell their car via our online auction. - Review car listings uploaded by sellers for accuracy and completeness, working proactively with sellers to address any omissions or errors before their car enters the auction. - Utilise and build your industry knowledge to provide expert advice and guidance to customers, balancing their price expectations with market realities to maximize their chances of a successful sale. - Clearly explain the Carwow auction process to sellers, ensuring they understand each step and are committed to selling their car through our platform. - Handle negotiations & customer objections. - Communicate effectively with sellers via phone, email, live chat, and SMS, addressing any questions or concerns. - Maintain accurate records of all interactions with sellers, ensuring seamless handovers to other teams as needed. - Working within a team to Contribute to the overall performance by consistently meeting individual targets against vehicles listed & Pipeline conversion. - Collaborate with cross-functional teams to provide insights and feedback, contributing to the overall growth and success of Carwow. KEY REQUIREMENTS - Experience working within a target focused environment and managing a pipeline independently. - Excellent communication skills, both written and verbal, with the ability to build rapport with sellers from diverse backgrounds. - A proactive and customer-focused approach, with a genuine desire to help sellers achieve their goals. - Strong attention to detail and organizational skills to ensure listing accuracy and efficient follow-up. - Ability to work independently and as part of a team, contributing to a positive and collaborative work environment. - Comfort working with various communication channels, including phone, email, live chat, and SMS. - Flexibility to work within the team's operating hours of 9 am-7 pm, Monday to Sunday, on a rotating shift basis (37.5 hours per week). - Hybrid working available, with a minimum requirement of 3 days per week in the office. - Enthusiasm for the automotive industry is a plus. BENEFITS - Competitive salary + commission - Company share options - Enhanced holiday package - 28 annual leave days - 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 - Pension scheme via Royal London - Vitality Private Healthcare - Life Assurance for (even more) peace of mind - Monthly coaching sessions with Spill - our mental wellbeing partner - 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 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.