Case Study Summary

The challenge

A multi-brand car dealer group needed to balance day-to-day performance with longer-term transformation. While operational performance was strong, the business lacked the capacity to focus on strategic change, respond to market shifts, and build a sustainable model for the future.

A new Customer Experience Director role was created to lead this agenda, supported by a cross-functional transformation group that sets direction and oversees delivery.

What we did

Supported by a Change Manager from Change Associates, the group:

• Redefined the Centre Principal role to embed both Perform and Transform responsibilities
• Introduced new leadership ways of working at the senior level
• Developed a targeted training programme to support General Managers in their redefined roles
• Clarified and reshaped department manager roles to maximise contribution
• Invested in additional capacity, including new customer retention roles aligned to forecast demand
• Refreshed succession planning and talent management across the group

The result

• Customer retention improved to above network average
• Strong Customer Relationship Score performance, consistently in the top quartile
• Employee engagement scores significantly above national benchmarks
• Recognition from the brand for excellence in people processes and overall performance

“I just wanted to say a big thank you for the patience, tenacity and expertise you have shown with the Network. You have collectively helped them to translate transformation into their businesses, providing guidance, inspiration and challenge to encourage them to make and implement change.”