Service Improvement Manager

Service Improvement Leader

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients' systems, departments and sites. We provide an open technology platform that's shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Role Overview

The Service Improvement Leader is a senior, cross-functional role responsible for driving measurable improvements in service delivery, operational performance, and customer experience across the Customer Enablement team. This role will lead transformation initiatives and embed a culture of continuous improvement, with clear outcomes such as improved SLA attainment, increased customer satisfaction, reduced repeat incidents, and increased automation/self-service where appropriate.

Key Responsibilities

Service Improvement & Strategy

• Lead the design and execution of the service improvement roadmap aligned to organisational goals.
• Identify and prioritise improvement opportunities through data analysis, customer feedback, and stakeholder input.
• Drive root cause analysis (RCA) for recurring service failures and implement permanent corrective actions.
• Champion a continuous improvement mindset across Customer Enablement team.

Salesforce Platform Ownership

• Act as the business owner for Salesforce Service Cloud, owning the Customer Enablement roadmap and prioritisation to ensure it supports best-in-class service delivery.
• Establish and run a lightweight governance and change-control process (intake, impact assessment, release planning) in partnership with IT/RevOps/Salesforce technical owners.
• Drive adoption and optimisation across Customer Enablement (process alignment, enablement/training, comms), ensuring capability is in place to administer and continuously improve the platform.

Stakeholder & Resource Management

• Identify and manage project dependencies across teams including IT, Operations, Commercial, and Product.
• Coordinate internal and external resources, ensuring the right people are engaged at the right time.
• Proactively manage and escalate risks and issues to prevent project delays or scope creep.
• Drive clear decision-making within projects, ensuring accountability is assigned and tracked.

Stakeholder Communication & Voice of Customer

• Translate customer and internal feedback into clear problem statements, service requirements, and prioritised improvement themes.
• Engage directly with customers and key accounts (where appropriate) to validate pain points, test solutions, and measure impact on experience.
• Communicate the roadmap, progress, and outcomes to senior leadership with concise updates, risks/decisions required, and benefits realisation.

People & Change Leadership

• Coach and mentor service team members in improvement methodologies (Lean, Six Sigma, Agile).
• Lead change management activities to ensure new processes and systems are successfully embedded.
• Foster strong cross-team relationships to remove silos and accelerate improvement delivery.

Skills & Experience

Essential:

• Proven track record in a Service Improvement, Service Excellence, or Operations Improvement leadership role.
• Strong experience with Salesforce Service Cloud as a business owner/product owner (e.g., case management, SLAs/entitlements, knowledge, automation/flows, and reporting/dashboards).
• Demonstrable experience using data and insight to drive process improvement decisions.
• Excellent stakeholder management skills with the ability to influence at all levels.
• Exceptional communication skills — written, verbal, and in data storytelling.

Desirable:

• Understanding of ITIL, Lean, or Six Sigma methodologies.
• Experience working within a SaaS, technology, or automotive software environment.
• Familiarity with additional CRM or service platforms (e.g. ServiceNow, Zendesk).
• Project Management qualification (PMP, PRINCE2 or equivalent).
• Experience managing multi-geography or multi-market service operations.

What Success Looks Like

In the first 6–12 months, the Service Improvement Leader will have:

• Delivered a prioritised service improvement plan with measurable outcomes.
• Optimised Salesforce Service Cloud to improve visibility, automation, and team productivity.
• Take responsibility of in-flight projects and deliver with success in line with project plan
• Built strong cross-functional relationships that accelerate the pace of change.

Values & Behaviours

• Customer-first mindset — always asking "how does this improve the experience?"
• Analytically driven — comfortable with data, not reliant on gut feel alone.
• Collaborative leader — builds trust and brings people on the journey.
• Resilient and pragmatic — navigates ambiguity and delivers despite complexity.
• Growth mindset — continuously learning and encouraging others to do the same.

Why Join Us?

We're on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An Inclusive Environment to Thrive

We're committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be Rewarded for Your Efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn't require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.

At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity.