Customer Experience Practitioner

Date: 22 Nov 2023

Location: United Kingdom

Company: inchcape

Mercedes Benz Division - Customer Experience Practitioner - 18 Month Fixed Term Contract
Hybrid – Approximately 80% travel to our 12 Mercedes-Benz Dealerships
£41,500, OTE £51,875 + Employee Benefits
37.5 hours

At Inchcape, we are all about rewarding hard work, that’s why we offer a benefits package with great perks from vehicle discounts to mental health support and much more…

  • Family Friendly - Enhanced family friendly policies, giving you more time to spend with your family.
  • Annual leave - A minimum of 33 days’ annual leave (including bank holidays), rising with long service.
  • Looking to develop? - Grow your career with us, receive industry leading training from the brand you represent and our dedicated training team.
  • Your Wellbeing - We take employee wellbeing seriously at Inchcape UK, we offer a programme to support all our colleagues and families with whatever challenges they may face.
  • Your Discount - From Apple to Asda and everything in between, we offer discounts that save you money every day.
  • Your Finances - Effortlessly grow your savings with our Share Scheme, we will match up to 7% when you enrol into our flexible pension scheme and have peace of mind with our free life assurance cover and much more.
  • Your Recognition - We put our colleagues at the heart of what we do with ongoing recognition and an annual event to celebrate those that go over and above.
  • Drive with us - We offer discounts and offers on both new & used vehicles and servicing for you, your friends and family.
  • Your Health - From gym discounts to cash healthcare plans, find everything you need to look after your health.
  • Cycle to Work - Get a bike and or cycling gear at a significantly reduced price.
  • Community Volunteering Day - Every colleague has an additional day to spend volunteering for a charity or good cause of their choice, as well as the option to get involved in our company wide charity initiatives.
  • A company that cares - We believe Inchcape is for everyone and we’re dedicated to building a diverse, inclusive, and authentic workplace.

Job Introduction

The automotive industry is undergoing its biggest transformation, moving from a product to service centred approach. Mercedes is determined to be at the forefront of this transformation, revolutionising every step of the customers journey with the onsite dealership at its heart. 

As an established Customer Experience practitioner, this role will be working alongside Senior Management, and is responsible for the development, embedding and evolution of the new customer centric approach across the Inchcape Mercedes sites.  This is a hands-on role, initially helping to write and deliver the communication of the new retail journey for the MB division ensuring that it is fit for both purpose and people centric.  Having successfully completed this introduction phase this role will then work with the individual sites to ensure it becomes embedded, optimising where required, as the customer champion it will be critical that colleagues at all levels are supported in making this transformation a success.


This is an incredibly exciting time to be in the automotive industry and this role is right at the heart of the change in developing our customer service culture – ensuring our new approach becomes “the way we do things round here”

The successful candidate must ensure we gain a clear buy in and understanding of our approach to retailing, establishing a consistent focus across all levels and sites, enabling all our customer facing teams become ambassadors for the brands and advocates of our service and products.

Main Responsibilities

  • Be the SME, customer champion for the implementation of the new approach to retailing within Mercedes Inchcape, across all design and implementation stages.
  • Identify and monitor key performance metrics, including customer and employee satisfaction, addressing any concerns to ensure success.
  • Bring external best practice to the role, guiding and upskilling colleagues in the delivery of great customer experiences.
  • Liaise with Senior Leadership Team and managers to ensure the necessary skills and knowledge are embedded to help support the focus on customer service.
  • Customise learning based on individual plans for each new starter and ensure embedded.
  • Collaborate with leadership to develop an effective learning plan for professional learning that supports the goals of excellent customer service.
  • Support and facilitate the onboarding, induction and embedding of the customer focussed roles within the Mercedes-Benz Division.
  • Identifying training needs of individuals and agreeing suitable solutions.
  • To ensure all we do complies with all internal and external regulation.
  • Conduct on the job coaching, developing best practise to ensure first class customer experience is at the heart of the roles within the retail centres.
  • To ensure the output of all development and training leads to the achievement of agreed targets and outputs.

The Ideal Candidate

  • Experience in delivering customer centric cultural change within a face-to-face retail environment, hospitality or service centric organisation.
  • Exposure and hands on experience of modern retailing approaches to customer service.
  • Experience in change management.
  • Experience with professional development activities such as mentoring colleagues, offering workshops locally or nationally, presenting at conferences.
  • Experience in course writing and process mapping.
  • Experience in the design and delivery of training and communications aimed at achieving consistent high level customer outcomes.

About The Company

Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.

OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.

At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you’re excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch!