Commercial Experience Manager
About Morgan
Morgan Motor Company has been handcrafting sports cars since 1909 and is one of the world’s pre-eminent coachbuilders. Pioneering its unique blend of traditional craftsmanship and modern technology, every Morgan sports car is handmade to order.
The historic home of Morgan is at Pickersleigh Road in Malvern Link, Worcestershire. This is the only place in the world where Morgan cars are built. Steeped in history, the hallowed red brick buildings are home to one of the most unique automotive production facilities in the world.
Morgan sports cars are hand-crafted using three core elements: ash, aluminium, and leather. Every car is entirely unique, built to the highest standards by passionate craftsmen and women, whose skills are handed down through generations and perfected over a lifetime, bringing together heritage, innovation, and cutting-edge technology.
Morgan’s model line-up comprises Super 3, Plus Four, and Supersport. All models are characterised by their driving experience, and regardless of the model chosen, every journey in a Morgan is a joyful adventure.
Morgan employs over 200 people at its Malvern factory and distributes via a network of approximately 70 dealers globally, with export markets representing around 70% of production demand annually.
Morgan is an inclusive organisation that provides a welcoming environment for everyone. We celebrate the diversity of our community and embrace equal opportunities for all by promoting a workplace that is free from discrimination of any kind. We encourage job applications from all and actively seek to add fresh perspectives and new ideas to our hardworking and passionate workforce.
The Commercial Experience Manager is responsible for leading and delivering the ambitious commercial growth strategy of Morgan’s retail and visitor programmes within the Morgan Experience department.
The role will maximise revenue opportunities across retail and experiential offerings, while maintaining strong commercial discipline and target profit margins. This includes responsibility for both the physical retail environment within the Morgan Experience Centre and the global online official merchandise platform, alongside the continued development and growth of Morgan’s visitor and experience programmes.
Working cross-functionally, the Commercial Experience Manager will provide strong team leadership, identify and deliver new commercial opportunities, and ensure Morgan’s brand values and standards of excellence are consistently reflected throughout the entire customer journey.
As part of a small and collaborative team, all colleagues are expected to support the wider Experience function and contribute flexibly to the day-to-day operation of the department. This may include assisting with general administrative duties such as answering telephone calls, making new bookings, greeting customers and visitors, handling general enquiries, and responding to communications via email and other channels as required.
Key Responsibilities
Commercial leadership and growth
• Develop and deliver a clear commercial strategy across retail and experiential programmes, aligning both functions under a cohesive growth plan.
• Identify, evaluate and implement new revenue opportunities across all Morgan Experience commercial activities.
• Drive sustainable revenue growth while protecting departmental margin and profitability targets.
• Support annual business planning, budgeting and forecasting processes.
Retail management
• Lead the strategic development and day-to-day commercial performance of the onsite retail operation within the Morgan Experience Centre.
• Oversee the growth and optimisation of Morgan’s official global online merchandise platform.
• Develop product, merchandising and promotional strategies that enhance customer engagement and commercial performance.
• Monitor stock performance, product mix and inventory efficiency to maximise return.
Experience programme development
• Manage and grow the commercial performance of Morgan’s visitor and experiential programmes.
• Continually review the customer offering to identify opportunities for innovation, enhancement and incremental revenue.
• Support the creation of new products, packages and commercial partnerships that strengthen the Morgan Experience proposition.
Digital customer journey
• Own and maintain the Morgan Experience Centre pages, working closely with the web development team and internal stakeholders, including the Customer Service Manager.
• Continuously improve digital content, functionality and the online customer journey to support engagement and increased revenue.
Commercial analysis & reporting
• Own departmental commercial reporting, delivering regular analysis on revenue performance, profitability, opportunities, risks and emerging trends.
• Translate performance insight into clear and proactive action plans.
• Develop and maintain effective systems that support commercial success, including booking systems, payment platforms, stock management and reporting tools.
• Ensure all systems and processes remain efficient, scalable and commercially robust.
Cross-functional collaboration
• Work closely with the Customer Service Manager to ensure consistently high levels of customer service are delivered across all touchpoints.
• Partner with the Brand Experience Manager to identify and deliver cross-functional growth opportunities.
• Support relevant brand collaborations and partnerships that enhance both commercial performance and the customer experience.
• Build strong working relationships across wider Morgan departments to ensure alignment and delivery.
Leadership and team development
• Lead, coach and develop team members across retail, customer service and customer experience functions.
• Create a high-performing, collaborative and accountable team culture.
• Conduct regular one-to-one meetings, objective setting and performance reviews.
• Identify training and development opportunities to support both individual and team progression.
• Support recruitment, onboarding and succession planning across relevant functions.
• Manage team rotas, workloads and resource planning to ensure operational efficiency and service excellence.
Standards and continuous improvement
• Maintain the highest standards of quality, professionalism and operational excellence across all areas of responsibility.
• Champion continuous improvement, seeking opportunities to improve efficiency, profitability and customer satisfaction.
• Ensure all activity reflects Morgan’s brand values, premium customer expectations and commitment to exceptional experiences.
Skills, Knowledge, Experience, and Qualifications
• Systems & Digital Capability – Strong knowledge of booking platforms and retail systems, with the ability to use technology effectively to support operational efficiency and customer experience.
• Commercial Awareness – Strong business acumen with the ability to balance customer needs, commercial priorities, and overall department performance.
• People Leadership – Experience leading, developing, and motivating teams to deliver high performance, accountability, and strong customer outcomes.
• Commercial Strategy & Revenue Growth
Develop and deliver innovative growth strategies, identify new revenue opportunities, and achieve ambitious commercial targets by embodying a pioneering spirit, exceeding expectations, and driving long-term sustainable growth.
• Retail & E-commerce Leadership
Lead and optimise both physical retail and digital channels to deliver premium, differentiated customer experiences that are proudly different, commercially effective, and reflective of Morgan’s unique brand identity.
• Leadership & Cross-Functional Collaboration
Inspire and develop high-performing teams while moving as one across functions, fostering collaboration, accountability, and a culture that nurtures talent and collective success.
• Brand & Commercial Excellence
Maintain exceptional brand standards while balancing customer experience and profitability—ensuring every interaction exceeds expectations and reinforces Morgan’s distinctive character.
• Performance & Financial Management
Apply strong commercial discipline through effective P&L ownership, KPI management, budgeting, and data-led decision-making, delivering measurable results with a pioneering and accountable mindset.
• Relationship Building & Stakeholder Engagement
Forge meaningful connections with customers, partners, and colleagues, building trusted relationships that strengthen loyalty, enhance collaboration, and create long-term value for the business and brand.
Benefits & Rewards
Working Hours & Salary:
- 37.5 hours per week, Monday to Friday
- 247.5 hours holiday.
Financial Planning & Support:
- Standard Life Pension Scheme (5% contribution from Morgan).
- Life cover (2x annual salary).
- Octopus Electric Vehicle Salary Sacrifice Scheme.
- Charity payroll giving scheme.
Health & Wellbeing:
- BUPA private medical insurance (single, couples, and family cover available).
- BHSF Health Cash Back Plan.
- Enhanced paternity, maternity & sick pay.
- 24/7 Employee Assistance Programme.
- Wellbeing initiatives.
- On-site mental health first aiders and support.
- Cycle to Work Scheme.
Staff Engagement & Community:
- Staff discount on vehicles, parts, merchandise & tours.
- Free entry to Morgan events for staff and families.
- Long service awards & birthday gifts.
- Staff volunteering scheme.
- Discount shopping portal.
Inclusivity Statement
At Morgan Motor Company, we are committed to fostering a diverse and inclusive workplace. We celebrate individuality and provide equal opportunities for all, creating an environment where everyone feels valued, respected, and empowered. We actively encourage applications from individuals of all backgrounds, experiences, and abilities, ensuring our workforce reflects the diversity of the communities we serve.
How to Apply:
Please submit your CV and cover letter using the form below. Alternatively, you can email your application to careers@morgan-motor.co.uk with the subject line: “Application – Commercial Experience Manager”.
We look forward to welcoming you to the Morgan family!
