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About the Role

The Customer Experience Executive will support the Customer Experience team across the BYD and DENZA retailer networks, helping both brands deliver an industry-leading customer experience through reporting, data analysis, stakeholder management, and retailer engagement.

Responsibilities

• Prepare, analyze, and distribute regular Sales and Aftersales NPS reports.
• Analyze customer feedback and performance data to identify trends, highlight key insights, and identify opportunities for improvement.
• Create clear and engaging presentations, reports, and performance updates for internal teams and retailer stakeholders.
• Support the implementation and ongoing management of Customer Experience KPIs, including NPS, Mystery Shopping, and Sales Standards Audits.
• Attend retailer meetings and conduct regular site visits to present performance findings, share insights, and provide face-to-face feedback.
• Constructively challenge retailer performance where customer experience, sales, or operational standards are not consistently met.
• Support Sales and Aftersales Field teams in developing and implementing retailer improvement plans, monitoring agreed actions, and tracking progress.
• Complete administrative activities relating to CRM lead-flow and customer enquiry management.
• Contribute to projects and initiatives designed to improve the end-to-end customer journey.
• Build effective working relationships with Customer Care, Sales, Aftersales, Technical, Training, and Field teams.
• Manage multiple priorities effectively, delivering accurate, high-quality work within tight deadlines and changing timescales.

Requirements

• Experience in Customer Experience, Customer Care, retail operations, sales support, data analysis, or reporting is advantageous.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and communicate key findings clearly.
• Confident interpersonal and communication skills, with the ability to build positive relationships both remotely and face-to-face.
• Comfortable presenting performance feedback and constructively challenging stakeholders to drive improvement.
• Highly organized, proactive, and adaptable, with the ability to respond effectively to changing priorities.
• Excellent attention to detail and a strong focus on delivering high-quality results.
• Able to work independently and take ownership of tasks while contributing positively to the wider team.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Experience using CRM systems, reporting tools, or customer feedback and survey platforms is advantageous.
• A full UK driving licence is essential.
• Willing and able to travel frequently to BYD and DENZA retailer locations nationwide.

Skills

• Data analysis
• Reporting
• Stakeholder management
• Retailer engagement
• Customer feedback analysis
• Performance data analysis
• Presentation creation
• KPI management
• Microsoft Office (Excel, PowerPoint)
• CRM systems
• Reporting tools
• Customer feedback platforms
• Survey platforms

Location

• Nationwide

Work Type

• Full-time

About the Company

• BYD is a leading global automotive brand focused on electric mobility.
• BYD is rapidly scaling in the UK, expanding its retail footprint, accelerating brand awareness, and redefining automotive marketing.
• BYD's mission is to make sustainable mobility accessible, desirable, and unmistakably BYD.