Job Title
Customer Fulfilment Lead - 24 month FTC
Ref #
54112
Date posted
Sunday, September 21, 2025
Country
United Kingdom
Location
Woking
Business area
Sales
Department
Aftersales Customer Programmes
Position level
5
Working time
Full Time
Contract type
Permanent
Working pattern
37.5 Standard 9:00 - 17:00 (30 min lunch)
What to Expect

As an Aftersales Customer Fulfilment Lead, you will be operationally responsible for the Aftersales Supply Planning Team, focusing on efficient backorder management and continual improvement of Parts Communication. You will ensure the delivery of 'Best in Class' service to our retailers and customers, utilising proactive channels such as our global 4PL Parts Customer Service teams and optimising all associated processes and systems.

Showcasing all parts operations day to day core deliverables (Parts Supply), initiatives, performance, and developments to ensure maximum “two-way” engagement with Retailers, regional teams and internal stakeholders. This is a substantial programme of change as we move into a new era of our development – this role will own and drive the communication roadmap to ensure we move from operational based information sharing to a strategic customer experience led approach.   


What You'll Do

Operonal delivery:

  • Own end‑to‑end backorder management, prioritisation and recovery for critical customer cases (e.g. vehicles off‑road, buy‑backs).
  • Lead expediting and supplier arrears resolution to reduce lead times and shortage impact.
  • Manage allocation of constrained parts, maintain prioritisation rules and ensure an auditable allocation process.
  • Proactively reduce the number of customer backorder lines and overall backorder value through targeted recovery actions, with clear targets and regular reporting. Protecting Parts & Accessories revenue and preserving retailer and customer experience.
  • Collaborate cross‑functionally with Supply Chain, the Parts Technical team and other stakeholders to drive resolutions for part supply constraints
  • Coordinate with internal teams to ensure parts availability for successful campaign launches.

Strategy & programme leadership:

  • Define and deliver the Parts Communication Roadmap and associated change programme, turning strategic direction into clear policies, decision trees and processes.
  • Provide operational leadership for parts readiness and allocation ahead of and during campaign launches.

Stakeholder engagement & voice of the retailer:

  • Maintain two‑way engagement with regions and retailers to shape communication priorities and secure buy‑in.
  • Design and deliver proactive communication channels and templates for retailers and internal stakeholders.

Governance & standards:

  • Create and maintain a style guide and common terminology to ensure consistent, customer‑centric communications.
  • Provide dotted‑line leadership to the global 4PL Parts Customer Service manager; set SLAs, decision trees and expectations to improve response speed and communication quality to retailers.

Insights & continuous improvement:

·        Preparation of daily, weekly and monthly Aftersales reports and KPI’s. Lead case investigations, develop management dashboards and present insights with clear recommendations to senior stakeholders to drive change.

Create feed of Parts Operations Retailer information for any central team and Senior Retailer visits.
What You'll Bring

Knowledge, skills & Experience:

          5+ years’ experience in automotive parts operations or supply chain (or similar industry)
Automotive understanding including region/retailer model
Programme Management and Continuous Improvement experience
Exceptional communication skills with some proven experience of delivering change programme
Proactive approach and Strategic mindset
Experienced in communicating parts performance, backorders with a range of stakeholders including senior management
Exceptional written and verbal communication skills
Highly IT literate in Microsoft Applications including excel skills and Power BI
Ability to communicate and engage at all levels to maximise Parts Operations share of voice
Ability to balance daily operational requirements with longer-term strategic focus.


Personal attributes:

Professional, well-presented and a credible ambassador of the McLaren brand values




What We'll Do for You

We offer a wide – ranging benefits package, which includes:

  • Structured career development framework
  • 25 days’ holiday, plus bank holiday. Annual buy & sell up to five days
  • Enhanced company pension scheme
  • Discretionary annual bonus award
  • Private medical insurance and health cash plan
  • Life assurance benefit
  • Ability to apply for a sabbatical of up to one year after only two years’ service
  • Benefits you can adapt to your lifestyle, such as discounted shopping
  • Generous parental leave policies
  • A range of wellbeing initiatives, such as employee assistance programme and free financial & mortgage advice
Who Are We?

No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.

It takes a community to do what we do. A diverse group of people with many areas of expertise, united by their passion to deliver visionary products and set new benchmarks. 

McLaren Automotive commits to equal opportunity for all. Diversity, Equality and Inclusion is at the heart of our impact, it drives our innovation and enables us to truly create something special. Join us on our journey. 

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