Client Experience & Service Manager
Jaguar Land Rover Swansea
Full Time | Permanent | Competitive Salary + Performance Bonus + Company Benefits
At Jaguar Land Rover Swansea, exceptional aftersales is about far more than servicing vehicles. It is about building trust, creating lasting relationships, developing exceptional people and delivering experiences clients remember.
As part of The Sinclair Way, our vision is simple: to create the UK's most trusted and relationship-led ownership experience.
We're looking for an inspiring leader to help make that vision a reality.
This is more than a traditional Service Manager role. It's an opportunity to shape the culture of one of the UK's leading Jaguar Land Rover retailers, leading a high-performing team dedicated to delivering outstanding client experiences every day.
As our Client Experience & Service Manager, you'll lead every aspect of our aftersales operation, combining operational excellence with a strong focus on people, relationships and client loyalty.
You'll inspire your team to deliver more than exceptional repairs. You'll create exceptional ownership experiences.
Working alongside an experienced leadership team, you'll help shape the future of Jaguar Land Rover Swansea by embedding The Sinclair Way into everything we do.
Everything we do is built around five commitments:
Trust
Create confidence through honesty, consistency and accountability, building relationships that last long after the vehicle leaves our workshop.
Expertise
Develop an exceptional team whose professionalism, technical knowledge and confidence set the standard for our industry.
Care
Create a culture where clients feel valued and colleagues feel supported. Lead with empathy, integrity and high expectations.
Communication
Drive proactive, transparent communication that removes uncertainty and builds confidence throughout the ownership journey.
Experience
Deliver memorable ownership experiences that exceed expectations and create lifelong advocates for Jaguar Land Rover Swansea.
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Leading and developing Service Advisors, Workshop Controllers, Technicians and the wider Aftersales team.
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Creating a culture of trust, accountability and continuous improvement.
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Delivering exceptional client satisfaction and loyalty.
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Driving productivity, efficiency and profitability.
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Coaching and developing future leaders.
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Working closely with Parts, Sales and Senior Leadership to deliver a seamless ownership experience.
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Ensuring compliance with Jaguar Land Rover standards and Sinclair processes.
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Championing innovation and continually improving the client journey.
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Acting as the custodian of The Sinclair Way within Aftersales.
We're looking for a leader who inspires people as much as they manage performance. You'll have:
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Proven experience leading a high-performing team.
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A passion for developing people and creating exceptional client experiences.
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Excellent leadership, coaching and communication skills.
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Strong commercial awareness.
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The confidence to challenge existing ways of working and embrace continuous improvement.
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The ability to build trust with colleagues, clients and manufacturer partners.
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A proactive, solutions-focused mindset.
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A full UK driving licence.
Success is measured by:
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Clients who trust us.
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Teams who enjoy working here.
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Colleagues who grow and succeed.
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Memorable client experiences.
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Lasting relationships.
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A culture others aspire to join.
You'll also be accountable for delivering outstanding performance across client satisfaction, efficiency, profitability, quality and team engagement.
Join one of the UK's leading Jaguar Land Rover retailers at an exciting point in our journey. We're investing in our people, embracing innovation and redefining what outstanding ownership should feel like.
We offer:
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Competitive salary with performance-related bonus.
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Company vehicle or vehicle allowance.
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30 days annual leave (including bank holidays), increasing with service.
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Birthday day off.
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Contributory Pension Scheme.
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Manufacturer and leadership development programmes.
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Staff discounts on servicing, parts and vehicle purchases.
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Life Assurance.*
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Staff Car Scheme.*
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Employee Assistance Programme.
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Cycle to Work Scheme.
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Sinclair Foundation support.
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Genuine career progression opportunities across the Sinclair Group.
If you're an ambitious leader who believes great businesses are built on trust, exceptional people and meaningful relationships, we'd love to hear from you.
Help us bring The Sinclair Way to life and lead our journey towards becoming the UK's most trusted and relationship-led ownership experience.
Apply today with your CV and tell us why you're the right person to lead the next chapter at Jaguar Land Rover Swansea.
"We're not looking for someone to simply run an aftersales department. We're looking for a leader who believes relationships matter, develops people, inspires teams and wants to help redefine what ownership feels like. If that sounds like you, I'd love to hear from you."
Jamie Callan, Head of Business, Jaguar Land Rover Swansea
