Member Renewals Specialist

Title: Member Renewals Specialist, Pivotal UK

Location: London, England, United Kingdom

Type: Full-time

Workplace: Hybrid 

Job Description:

Member Renewals Specialist - Customer Services
London, UNITED KINGDOM

About us

As a newly merged powerhouse, InMotion Ventures 3 brings together two groundbreaking brands, PIVOTAL + THE OUT. United by a shared mission to reshape the future of vehicle usership and redefine the standard of the automotive client experience. While both brands are part of the same forward-thinking company, they operate as distinct entities with their own missions, products, and services. By joining InMotion Ventures 3, you’ll be working across both PIVOTAL + THE OUT, playing a key role in revolutionising the way people access and experience luxury automotive services.

PIVOTAL

At PIVOTAL, we are transforming the way people experience cars. Launched in 2019, Pivotal offers a unique car subscription service that challenges the traditional model of vehicle ownership. Gone are the days of long-term commitments - Pivotal members can subscribe to the latest Jaguar and Land Rover models for as little as three months. Forget about depreciation, servicing, insurance, and tax; with one monthly payment, everything is taken care of.

THE OUT

At THE OUT, we’ve reinvented luxury car rental. Forget the queues, hidden fees, and trips before the trip. Instead, we deliver world-class Jaguar Land Rover vehicles directly to your door. Whether it's a spontaneous weekend getaway or a business trip, we promise hassle-free, first-class service from start to fi nish. With everything included; unlimited mileage, additional drivers, insurance, and more, THE OUT is more than just a car rental service; it’s an experience.

Whether you’re supporting PIVOTAL’s car subscription model or working with THE OUT’s luxury rental service, you’ll be part of a team that’s setting new standards for customer experience, flexibility, and luxury in the automotive world. The best part? You’ll have the chance to make an impact in two innovative, growing companies - all under one roof.

About the Role

Are you able to engage with customers to provide a truly great service? Are you willing to go the extra mile? If so come and join the Pivotal team as a Member Renewal Specialist.

We are a new business on a mission to make motoring more flexible for people needing a car they can call their own. JLR represents four distinct and emotionally engaging brands: Jaguar, Range Rover, Defender and Discovery. Previously existing under the umbrella brand of Land Rover; Range Rover, Defender and Discovery have split off and now carry their own distinct brand names and identities. As a key member of our renewal team, you will be responsible for account managing the members who fall into one of these brands. You will need to be extremely organised and able to work on your own initiative to consistently support our members with their subscription needs relating to their vehicle, communicating with them via multiple channels such as Phone, Email, and Webchat.

We are seeking applications from candidates with proven experience of consistently delivering premium luxury service, with the desire to create and maintain member relationships. This role is based from home This role is based from home with the requirement for occasional travel to our offices in central London (Old Street).

Requirements

What does a Member Renewal Specialist do?

• Field enquiries from current subscription members via multiple communication channels including but not limited to Phone, Email and Webchat.
• Engage with our active members, building and maintaining relationships to promote and support their happiness whilst on our subscription.
• Advise members on their options for their current subscription, identifying opportunities for the member to change models and/or upselling, ensuring a smooth transition between Vehicles.
• Manage renewal waiting lists and provide vehicle availability updates to ensure each member is kept informed and has an agreed follow-up communication action plan.
• Manage the allocation of pipeline and available vehicles to ensure targets for fleet utilisation are met and renewals are facilitated as required.
• Advise and guide members on the products and features offered by the service in detail, whilst consulting on the best solutions for the member’s requirements.
• Advocate the benefits of vehicle access over ownership alongside the specifics of the off er proposition provided by our business.
• Administer and maintain accurate data to ensure the business operates compliantly in terms of customer eligibility and retention.
• Be an integral member and forward-thinking member of the team and be accountable for ensuring a culture of continual operational improvement.

 

Skills & Experience

• Proven ability to build rapport and manage long-lasting relationships alongside the consultative selling of modern luxury products and services.
• Excellent communication skills (fluent in English, both written and verbal).
• Confidence and determination to off er valuable and meaningful propositions while problem-solving and overcoming obstacles to retain members on Pivotal subscriptions.
• Strong IT skills with experience of data input and analysis of information in Contact Management systems
• Experience adhering to operational processes and flows alongside implementing business communication resources according to best practices.
• Marketing and commercial savvy, with an eye for identifying opportunities for individuals and businesses with needs that our service can meet.
• Skillset to work independently and manage your workload to achieve objectives, but also contribute and support the objectives of the wider business.
• Ability to work effectively under pressure, react quickly, and meet tight deadlines
• Determination, diplomacy, and excellent interpersonal skills
• Passion for a fast-paced growth business and desire to be a part of a high-performing team
• Experience in automotive sales, leasing, rental or luxury services is desirable but not mandatory.

Benefits

What we offer

• Permanent contract
• Hybrid Working Environment
• 25 days annual leave (an extra day off a year for your birthday)
• 2 paid days off that could be used for volunteer work.
• Competitive Salary with Discretionary bonus scheme
• Be part of a fantastic growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars

Here’s a link to our privacy policy. In this policy, you will find information about our compliance with GDPR (data protection law.) You can find how to send us a request to let you access your data that we have collected, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You also have the right to lodge a complaint about the way we handle your data