Role overview 

The Key Fleet & Customer Loyalty Executive is responsible for developing and maintaining strong working relationships with key fleet operators and retail customers to maximise service retention, workshop utilisation, and customer satisfaction. This role focuses on both fleet management and customer loyalty initiatives to ensure Citygate is recognised as the primary service and repair provider for commercial vehicle customers

Key responsibilities 

Fleet Relationship Management

• Manage relationships with key fleet operators, overseeing servicing, repairs, bookings, and invoicing while ensuring clear communication between all stakeholders.
• Conduct follow-ups and meetings to maintain satisfaction, strengthen partnerships, and grow fleet business.

Customer Loyalty & Retention

• Act as a brand ambassador, following up with customers to ensure satisfaction, encourage repeat business, and promote service plans and loyalty products.
• Track retention performance, re-engage declined work, and drive bookings through outbound opportunities.

Operational & Administrative Duties

• Maintain accurate records, monitor KPIs, and collaborate with internal teams to support efficient service delivery and customer retention initiatives.

What's in it for you?

With our benefits there is something good for everyone. We're a progressive business that believes building a good team culture is not only good for everyone who works for us – but it makes a difference to how we engage with customers too. That's why when you join Citygate, you can expect to receive a wide range of impressive employee benefits including:

• Access to our in-house training academy for everyone
• Access to The Volkswagen National Learning Centre for specific roles
• Electric Vehicle (EV) Training levels 1- 4 for specific roles
• Internal career progression opportunities across our various brands and locations
• High street discounts
• Wellbeing portal
• Employee assistance programme
• Purchase, service and parts discounts
• Employee referral scheme
• Standard company benefits such as pension, life assurance cover, competitive holidays and cycle to work scheme

About You 

The successful candidate for our Key Fleet & Customer Loyalty Executive position will have possess the following skills and attributes:

• Strong interpersonal and relationship-building skills with a professional and confident approach.
• Excellent organisational and communication skills, both written and verbal.
• Customer-focused mindset with the ability to manage multiple priorities and deadlines.
• Commercial awareness and understanding of service operations within the automotive sector.
• Proficiency in Microsoft Office and CRM systems.
• Ability to work independently and collaboratively within a team environment.
• Previous experience in a customer-facing or account management role, ideally within the automotive or fleet sector.
• Knowledge of service department operations and commercial vehicle processes preferred.

Why Citygate

Citygate is a highly successful, privately owned business that has grown significantly over the past twenty years to 650 employees across multiple locations including London, Berkshire, Hertfordshire and Buckinghamshire. We work with global brands (Volkswagen Passenger Cars, Volkswagen Commercial Vehicles, SEAT, CUPRA, ŠKODA and Kia), provide excellent quality training and internal progression opportunities.