Customer Liaison Executive

The Role

• Deliver and continuously enhance an engaging and memorable customer journey for both existing and new GMA customers throughout their purchase and ownership experience.
• Develop a deep understanding of the GMA heritage and brand values, confidently communicating these to customers and internal stakeholders.
• Maintain regular communication with customers through their preferred channels, ensuring contact information remains accurate and up to date within the CRM system.
• Curate and facilitate vehicle specification sessions both in person and remotely, creating an enjoyable, memorable and informative experience for every customer.
• Utilise expert product knowledge to guide customers through available options and possibilities while ensuring all requirements are accurately captured and documented.
• Drive options uptake on a per-vehicle basis, supporting the achievement of agreed departmental revenue and performance objectives.
• Manage customer invoicing and payment processes, ensuring invoices are issued accurately and payments are received in accordance with sales agreements and business expectations.
• Represent the voice of the customer during internal specification reviews, collaborating with cross-functional teams to ensure customer requirements are fully understood and delivered.
• Maintain accurate specification progress information, providing visibility and reporting against programme milestones while documenting actions and outstanding requirements.
• Issue specification documentation and customer updates at key stages throughout the process, ensuring progress remains on track to meet specification lock deadlines.
• Attend customer events and brand activities in the UK and internationally, representing Gordon Murray and engaging directly with customers and prospective owners.
• Take ownership of the management, approval, distribution, and archiving of physical colour and trim samples.
• Maintain strict confidentiality of customer information and ensure all customer-related materials are securely stored and managed.
• Ensure customer records and ownership information are accurately maintained within the CRM system.
• Provide support outside of core working hours when required to maintain exceptional levels of customer satisfaction and service.

About You

• Experience within the luxury goods/lifestyle industry, ideally in a sales, customer experience, or customer-facing role.
• Exceptional attention to detail with the ability to accurately capture and document customer requirements.
• Advanced proficiency across a range of business software applications, including Microsoft Office 365, Word, Excel, PowerPoint, Outlook, Teams, Smartsheet, Power BI and Sales Force.
• Outstanding customer service and interpersonal skills, with the ability to build trust and rapport with high-value customers.
• Excellent communication skills, both written and verbal, with the confidence to engage with customers and stakeholders at all levels.
• Strong organisational skills with the ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
• Proactive, adaptable, and capable of working independently while collaborating effectively with cross-functional teams.
• A professional and discreet approach when handling confidential customer information.

Benefits

• Competitive Base Salary
• Private Medical Scheme
• Life Assurance
• Holiday Loyalty Bonus Scheme
• Enhanced Personal Pension Plan
• Enhanced Maternity & Paternity Pay
• Cycle to Work Scheme
• Salary Sacrifice Car Lease Scheme
• Parking Onsite