Keyloop
Customer Enablement
ServiceImprovementManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Service Improvement Manager at Keyloop. Skills: Service Improvement, Service Excellence, Operations Improvement, Salesforce Service Cloud ownership, Stakeholder Management, Communication. 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”
What You'll Achieve.
Deliver a prioritised service improvement plan with measurable outcomes; Optimise 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 cross-functional relationships that accelerate the pace of change
Industry & Context.
Drive root cause analysis (RCA) for recurring service failures and implement permanent corrective actions; Translate customer and internal feedback into clear problem statements, service requirements, and prioritised improvement themes; Resilient and pragmatic — navigates ambiguity and delivers despite complexity
What They're Looking For.
Must Have
Proven track record in a Service Improvement, Service Excellence, or Operations Improvement leadership role, 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
Nice to Have
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 You'll Do.
Lead the design and execution of the service improvement roadmap aligned to organisational goals
Identify and prioritise improvement opportunities through data analysis
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
Act as the business owner for Salesforce Service Cloud
owning the Customer Enablement roadmap and prioritisation
Establish and run a lightweight governance and change-control process
Drive adoption and optimisation across Customer Enablement (process alignment
Identify and manage project dependencies across teams
Coordinate internal and external resources
Proactively manage and escalate risks and issues
Drive clear decision-making within projects
Translate customer and internal feedback into clear problem statements
and prioritised improvement themes
Engage directly with customers and key accounts (where appropriate) to validate pain points
and measure impact on experience
Communicate the roadmap
and outcomes to senior leadership
Coach and mentor service team members in improvement methodologies
Lead change management activities to ensure new processes and systems are successfully embedded
Foster cross-team relationships to remove silos and accelerate improvement delivery
How You'll Work.
Team & Collaboration
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; Foster cross-team relationships to remove silos and accelerate improvement delivery
Communication Scope
Exceptional communication skills — written, verbal, and in data storytelling; Communicate the roadmap, progress, and outcomes to senior leadership with concise updates, risks/decisions required, and benefits realisation
Process & Methodology
Project Management qualification (PMP, PRINCE2 or equivalent), governance, change-control, risk management, issue management, decision-making, accountability
Full Job Description
## Description 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? ## 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
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