Customer Care Team Lead (Automotive/OEM)

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 is a global leader in smart electric vehicles and automotive innovation.
• Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin.
• With $100B+ assets and 140,000+ employees worldwide.
• 30,000+ engineers & designers across China, Sweden, the UK, the U.S., and Germany.
• 4,000+ sales and service locations worldwide.
• Fortune Global 500 company for 13 consecutive years.
• Pioneering AI-driven automotive solutions with one of the largest cloud computing centres (1.02 Exaflops/sec).
• Geespace has launched 20 satellites to support safer autonomous driving.
• World-class digitalisation and AI-driven manufacturing.

Mission & Vision: A Sustainable Future, A Better World

Role Overview

We are seeking an experienced and strategic Customer Relations Team Leader to lead our automotive customer service and case management operations. In this leadership role, you will champion customer loyalty, optimize CRM workflows and oversee the execution of end-to-end case management. You will act as the key liaison between our brand, dealer networks and executive leadership to ensure a premium, scalable service experience.

Key Responsibilities

Strategic Case Management & Leadership

• Lead, mentor and scale the customer relations team, handling escalated cases and ensuring complex issues are resolved with empathy care, and defined conflict-resolution standards.
• Oversee end-to-end case management operations, ensuring team KPIs (first contact resolution, handling time, etc) are consistently met or exceeded.
• Establish department standards and protocols for high-pressure situations, ensuring a premium, consistent customer experience across all digital and voice channels.

Cross-Functional & Dealer Network Strategy

• Collaborate with internal stakeholders (Warranty, Technical, Sales, Marketing) to drive customer-first initiatives and exceed brand expectations.
• Partner with dealer service and sales management to align on escalations, process adherence and documentation requirements.
• Develop and deliver dealer communication programs and training modules to guarantee a consistent and premium customer journey.

CRM, Data Quality & Continuous Improvement

• Spearhead continuous improvement initiatives for CRM workflows, digital systems and service capabilities to optimise operational excellence.
• Ensure strict adherence to privacy and data compliance regulations across all customer records.
• Develop, implement, and refine overarching customer service policies, standard operating procedures (SOPs) and efficiency improvements.

Reporting, Insights & Compliance

• Analyse CRM data and case volumes to deliver regular, actionable reports and root-cause analysis insights to senior leadership.
• Direct collaboration with the Legal team to document, prepare, and resolve regulatory compliance cases (e.g., ACCC, Fair Trading).

Campaign Support & Future Scalability

• Where required, be involved in or direct the strategic execution of outbound campaigns, including product recalls and service programs.
• Oversee third party relationships, managing external partner onboarding, quality monitoring, and service scaling initiatives.

Job Requirements

• Experience: 5+ years of progressive experience in customer relations, with at least 3 years in a senior or management capacity (preferably within the automotive industry).
• Leadership: Proven ability to lead, mentor and build high-performing teams, particularly during high-pressure or crisis situations.
• Automotive Passion: Strong affinity for the automotive industry with a deep understanding of dealership networks and vehicle service operations.
• Communication: Exceptional verbal and written communication skills; ability to negotiate and influence across all levels of the business.
• Technical Acumen: High proficiency in CRM platforms, MS Office Suite (Advanced Excel preferred) and digital service channels.
• Analytical Thinking: Detail-oriented with the ability to translate data trends into strategic business solutions.
• Qualifications: Relevant degree in Business Administration, Communications or a related discipline is highly desirable.

Office, Transport & Others

• Newly renovated modern office with electric adjustable sit-stand desks.
• Only a 4-minute walk from Macquarie Park Metro station to our office, with easy driving access via A3, Epping Rd, and M2 nearby.