Automotive Customer Experience Team Leader

Geely Auto Australia; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Newly renovated modern office

Proximity to Macquarie Park Metro

Job summary

Geely Auto Australia is seeking an experienced Customer Relations Team Leader to guide our service and case management operations. You will elevate customer loyalty, optimize CRM workflows and align dealer networks with executive leadership to deliver premium service.

You will lead a high-performing team, manage escalations, and drive KPI improvements across digital and voice channels while ensuring privacy and regulatory compliance.

Qualifications

• Experience in customer relations leadership.
• Automotive industry experience preferred.
• Strong communication and problem-solving skills.

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, achieving KPIs like first contact resolution and handling time.
• Collaborate with Warranty, Technical, Sales and Marketing to drive customer-first initiatives.

Skills

Leadership

CRM proficiency

Communication

Analytical thinking

MS Excel

Stakeholder management

Automotive knowledge

Education

Bachelor's degree in Business Administration or Communications

Tools

CRM platforms

MS Excel

Data analytics tools

Job description

Geely Auto Australia is seeking an experienced Customer Relations Team Leader to guide our service and case management operations. You will elevate customer loyalty, optimize CRM workflows and align dealer networks with executive leadership to deliver premium service.

You will lead a high-performing team, manage escalations, and drive KPI improvements across digital and voice channels while ensuring privacy and regulatory compliance.