Job Title: Business Change Executive
Salary: £32,000 - £38,000 per annum + up to 10% bonus
Location: Hook (on site)
Working Hours: Monday - Friday, 37.5 hours per week (9:00am – 5:30pm)
Job Status: Permanent
At cinch our mission is simple - to remove the faff from buying and owning cars, giving customers more choice, with more ease (not to mention a free 90-day warranty on all cars...)
Already the UK’s largest online used car retailer, we’re expanding our offering with an exciting roadmap of online and physical retail solutions - including faff-free car servicing at over 100 locations across the country.
We’re part of Constellation Automotive Group - a family of brands that also includes We Buy Any Car, British Car Auctions (BCA) and Marshall Motor Group. Together, cinch and Marshall operate as Constellation Retail - bringing together 100+ years of motoring know-how at 130+ stores (Marshall) with a market-leading digital experience from a much-admired brand (cinch).
The road ahead for you is clear. Join us and you’ll get a unique opportunity to grow your career across two leading automotive brands that are really going places. Buckle up and enjoy the ride.
What you’ll be working on
- Play a pivotal role in the continuous improvement of the CRM system and associated tools, including:
- Chatbot optimisation (intents, flows, and performance)
- Help Centre content and knowledge articles
- Auto-assist procedures and automation enhancements
- Ensure all change and optimisation activities are delivered with a customer‑centric focus, balancing efficiency with service quality
- Collaborate with business areas to document, maintain, and refine process flows and knowledge assets that support AI and automation delivery
- Identify and escalate opportunities for improvement to the Business Change Manager, clearly outlining potential impacts
- Contribute to the design of workflows that reduce friction and enhance customer experience
- Produce clear, comprehensive documentation that serves as a reliable reference for configuration and system set‑up
- Engage regularly with the Customer Operations team to ensure alignment and collaboration
- Build strong stakeholder relationships to ensure a joined‑up approach and deliver a seamless customer journey.
things we’d love to see
- Strong understanding of Zendesk and customer interaction tools.
- Process mapping and procedural writing experience desirable
- Analytical mindset with the ability to identify areas for improvement and assess potential impacts
- Strong stakeholder management skills, with experience building relationships across internal teams
cinch and Rewards
cinch’s benefits programme sees that our people are supported both in and out of work. That’s what a faff-free life is all about. We offer:
- Competitive salaries and bonuses
- A company pension scheme
- An Employee Assistance Programme
- Access to trained mental health first aiders
- Enhanced maternity, paternity, and adoption leave
And so much more!
cinch and You
In making the most out of a career at cinch you need to be curious, creative, and collaborative. See, we are putting you in the driver’s seat, in control of your career and ready to drive your own development. There’s no bureaucracy, no hierarchy, just an environment with values that bring us together and a purpose that sets us apart. Join us as we continue to accelerate, defy expectations, and revolutionise an entire industry.
cinch and Diversity and Inclusion
cinch wants to help all kinds of people in the UK find and buy a car. So, it makes good sense to have all kinds of people working with us on the challenge. Conversations and the decisions they lead to are better for featuring different voices. Representation matters.
And doing your job while not being your authentic self is not faff-free. Being free to be the best of who you are as you soar to professional greatness is the kind of business we commit to creating, as one.