Job Title
Customer Fulfilment Lead
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)
Salary
£
What to Expect
As an Aftersales Customer Fulfilment Team Lead, you will be 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
Order Management – Support the Supply Planning Team with achieving their objectives of reducing backorder lines and values as well as reducing volume of escalations through proactive expediting. Minimise impact for critical customer cases and vehicles off the road.

  • Delivery of Communication Roadmap - Development and delivery of parts communication change programme including design and delivery of a series of developments through systems, process, and programme of change to deliver the strategic plan with a communication road map.

Proactive Comms - Developing and delivering channels for proactive parts communication to Regions & Retailers. 

  • Voice of Retailer - to Parts Operations Management team (and 4PL) creating visibility and gathering feedback to affect future direction of department communication projects, systems, and initiatives to include retailer visits, and contribute to regional Retailer conferences to gather feedback to fine tune future roadmap and gain buy-in. 

Converting strategic direction into operational delivery - by our 4PL Global Parts Customer Service Team to improve communication to Retailers and speed of response therefore, indirect management (dotted line) of 4PL customer service manager – setting direction and approach for the Parts Customer Service Teams (globally).Convert management led strategy to policy to process via communication channels including decision tree for 4PL Parts Customer Service and to regional teams.
Style Guide - Create and manage style guide including common terminology to ensure consistent communication approaches, tone and style.
Operational delivery - of the following whilst managing new programmes, includes: 
Ownership of case investigations including dashboard creation and feedback to management team with recommendations and to create feed of Parts Operations Retailer information for any central team/ Senior Retailer visits.


What You'll Bring
  • In-depth knowledge of a parts operations/supply chain function 
  • 5 years or more Automotive supply chain experience or similar industry 
  • Automotive understanding essential including region/retailer model 
  • Programme Management and Continuous Improvement experience 
  • Exceptional communication skills with some proven experience of delivering change programme 
  • Matrix management understanding and experience  
  • 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 
  • Creative, strategic, self-motivated, showing strong initiative and determination to deliver change 
  • Well organised, demonstrating a methodical approach and meticulous attention to detail 
  • Ability to reflect on customer and retailer experience and channel feedback to drive change  
  • 'Team player’ willing to support others and adopt a flexible and customer centric approach 
  • Able to maintain a consistent high level of work and output in a dynamic working environment 

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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