Automotive Customer Experience Leader | CRM & Strategy

Geely Auto Australia; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Newly renovated office

4-minute walk from Macquarie ParkMetro

Electric sit-stand desks

Job summary

Geely Auto Australia is seeking an experienced Customer Relations Manager to lead our automotive customer service and case management operations, champion loyalty, and optimize CRM workflows across dealer networks and executive leadership.

You will oversee end-to-end case management, drive data-driven improvements, ensure privacy compliance, and align cross-functional teams including Warranty, Technical, Sales and Marketing to deliver a premium service experience.

Qualifications

• 5+ years in customer relations, with at least 3 years in a senior or management role (automotive preferred).
• Experience leading high-performing teams and managing escalated cases.
• Strong proficiency in CRM systems, data privacy, and cross-functional collaboration.

Responsibilities

• Lead, mentor and scale the customer relations team, handling escalated cases with empathy and defined conflict-resolution standards.
• Oversee end-to-end case management, ensuring key KPIs like first contact resolution and handling time meet targets.
• Collaborate with Warranty, Technical, Sales and Marketing to drive customer-first initiatives and dealer communications.

Skills

CRM platforms

Leadership

Data analysis

Communication

Strategic planning

Stakeholder management

Education

Bachelor's degree in Business Administration, Communications or related discipline

Tools

Microsoft Excel

CRM platforms

Job description

Geely Auto Australia is seeking an experienced Customer Relations Manager to lead our automotive customer service and case management operations, champion loyalty, and optimize CRM workflows across dealer networks and executive leadership.

You will oversee end-to-end case management, drive data-driven improvements, ensure privacy compliance, and align cross-functional teams including Warranty, Technical, Sales and Marketing to deliver a premium service experience.