We’re not just another bike brand - we're an iconic, British motorcycle brand with over 120 years of history behind us. Our new state-of-the-art facilities in Solihull, West Midlands are home to a tight-knit, but ever-expanding team that's passionate about delivering exquisite riding experiences to our customers.

Under new ownership and proud to be part of the TVS Motor family, we're entering a new era of global success. And we want you to be a part of it!

At Norton, we value respect, trust, and responsibility. We trust our employees to execute their roles exceptionally and professionally, and we value personal development, teaching, and learning. When you join our team, you'll have the opportunity to grow and learn alongside some of the most talented and dedicated people in the business.

So if you're passionate about motorcycles and looking to join a team that's shaping the future of this legendary brand, we'd love to hear from you!

The role

We require a proactive and customer-centric Customer Account Manager to take ownership of the end-to-end customer journey for individuals purchasing motorcycles directly from Norton. This role focuses on building meaningful customer relationships, ensuring a seamless post-purchase experience, and acting as a key liaison between our direct-to-consumer operations and the dealer network. With a strong emphasis on customer satisfaction and loyalty, this role supports the broader commercial strategy by enhancing customer lifetime value rather than focusing solely on transactional sales.

As the dedicated point of contact, the Customer Account Manager will guide customers seamlessly through their entire journey with our brand from, the initial enquiry and purchase process through delivery and ongoing aftersales support. By acting as a single, trusted advisor, you will ensure that customers feel supported, informed, and valued at every stage of ownership.

Duties/Responsibilities

• Act as the primary point of contact for customers throughout their entire ownership journey from, initial enquiry through post-delivery support.
• Oversee and coordinate the direct-to-consumer purchasing process to ensure a seamless, customer-first experience that reflects the brand’s premium standards.
• Creating and maintaining strong, ongoing relationships with customers to promote satisfaction, loyalty, and repeat engagement.
• Organise and manage memorable delivery and handover experiences, ensuring every touchpoint exceeds customer expectations.
• Plan and facilitate factory tours where appropriate, reinforcing brand connection and deepening customer engagement.
• Address customer concerns proactively, offering personalised solutions and support that enhance the overall ownership experience.
• Collaborate closely with Area Sales Managers to maintain a consistent customer experience across all channels, including supporting alignment with the dealer network.
• Provide strategic placement and onboarding support for new or underperforming dealers to help elevate the customer experience and uphold brand standards.

Personal Specification

Customer Relationship & Experience

• Customer journey management
• Relationship-building and account retention
• Conflict resolution and issue management
• Customer-first communication

Operational & Coordination Skills

• Strong organisational and multitasking abilities
• Delivery, logistics, and handover coordination
• Event / factory tour planning and execution
• Dealer support and liaison

Communication & Interpersonal Skills

• Professional verbal and written communication
• Ability to interact with diverse stakeholders (customers, internal teams, dealer partners)
• Active listening and empathy

Business & Commercial Acumen

• Understanding of direct-to-consumer (DTC) and retail channels
• Familiarity with sales support processes (without being a direct sales role)
• Commercial awareness tied to customer satisfaction and loyalty

Problem Solving & Adaptability

• Proactive issue resolution
• Handling escalations with a solutions-focused approach
• Comfortable working in dynamic, fast-paced environments

Technology & Systems

• Proficient in CRM platforms (e.g., Salesforce, HubSpot, etc.)
• Microsoft Office or Google Workspace
• Comfortable with digital tools for communication and tracking

Personal Attributes

Customer-Obsessed

• Genuinely passionate about delivering a premium, personalised experience for every customer
• Sees customer satisfaction not as a task but as a mindset

Detail-Oriented

• Pays close attention to the little things that make a big difference in the customer journey (e.g., timing, tone, presentation)
• Ensures nothing falls through the cracks, especially in post-sale coordination

Approachable & Personable

• Warm, engaging, and easy to talk to makes customers feel heard and valued
• Builds trust quickly with both customers and internal stakeholders

Resilient & Solution focused

• Handles customer issues calmly and confidently, even under pressure
• Doesn't just report problems takes ownership and sees them through to resolution

Proactive & Self-Motivated

• Takes initiative to follow up, check in, or go the extra mile without being asked
• Constantly looking for ways to improve the customer journey or internal processes

Curious & Willing to Learn

• Keen to understand the brand, products, and customer base in depth
• Open to feedback and adaptable to new tools, systems, or approaches

Authentic Brand Advocate

• Has a genuine interest in motorcycles or premium lifestyle products — connects with the customer’s passion
• Speaks naturally and enthusiastically about the brand

Collaborative Team Player

• Works well with cross-functional teams (sales, logistics, marketing, aftersales)
• Shares knowledge and supports a cohesive customer experience across all touchpoints

Calm Under Pressure

• Maintains professionalism and clarity when managing multiple accounts or dealing with demanding customers
• Balances empathy with assertiveness when necessary

Rewards of working for Norton:

We like to take care of our Nortoneers and we think we offer some pretty decent rewards. Here's what you'll get when you join the team:

💰 Competitive salary package that recognises your skills and experience

🌴A whopping 33 days of holiday (inc. Bank Hols) to relax and recharge

👴 Generous pension scheme that sets you up for the future, with access to personalised advice.

🚑 Private Medical Insurance and a Cash Back Programme to keep you feeling your best

💸 Life insurance (4x salary) because we've got your back no matter what

🍌FREE fruit, got to have your five-a-day!

🩺WeCare Employee Assistance Programme, which includes access to online GP services, dietary advice, mental health support, bereavement counselling, and a fitness programme

🚀 Experience the thrill of an entrepreneurial environment within a larger, well-funded company with ambitious long-term goals.

💡 Elevate your career with our Ideas for Excellence scheme, where every brilliant idea is not just valued, but also rewarded!

🌍 A diverse and international team that brings together different perspectives, backgrounds, and experiences.

🎉 Join the fun with our twice-yearly employee events, payday socials, and loads of exciting activities in between!

🚴‍♂️Want to go green? You can enjoy free electric bicycle hire

🚗 Plus, no need to stress about finding a parking spot - we've got on-site free parking covered and FREE electric charge points.

We know how important it is to take care of our team, and we're committed to continually improving our reward offering in line with the business growth plan.

Join us and see for yourself!

PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS