Customer Experience & Community Engagement Manager

ZEEKR; Sydney; Sur place; AUD 120 000 - 180 000; Plein temps

Résumé du poste

ZEEKR is seeking an experienced Customer Experience & Community Engagement Marketing Manager to drive customer experience, digital platforms and brand activations across Australia. You will translate global strategies into local initiatives, manage the ZEEKR App, Online Mall, loyalty and referral programs, and lead owner-community activities with dealers and partners.

This role requires 8+ years in CX/marketing, strong PM, budget control, and cross-functional collaboration to deliver premium

Qualifications

• Minimum 8 years of relevant experience in customer experience, marketing, community engagement, brand activation or related fields.
• Proven experience in BTL marketing, event planning and end-to-end execution.
• Strong project management skills, with demonstrated experience managing multiple initiatives simultaneously.
• Experience in budget planning, financial tracking, procurement and external agency management.
• Understanding of digital customer platforms, CRM, loyalty programmes and community engagement strategies.
• Strong stakeholder management and cross-functional communication skills.
• Ability to translate global strategies into locally relevant marketing and customer experience initiatives.
• Excellent organisational skills, attention to detail and hands-on execution capabilities.
• Experience in automotive, premium lifestyle, luxury or consumer brands is highly regarded.
• Excellent written and verbal communication skills in English; Mandarin proficiency is an advantage.

Responsabilités

• Digital Customer Experience & Platform Management: Manage operation and enhancement of the ZEEKR App and digital customer ecosystem.
• BTL Marketing & Event Management: Plan and execute customer events, owner gatherings, roadshows and experiential activities.
• Community Engagement & Customer Loyalty: Grow and engage the ZEEKR owner community across Australia; manage owner clubs and partnerships.
• Cross-functional Collaboration: Work with HQ, Marketing, Sales, Dealer Network, IT and Finance to deliver integrated initiatives.
• Budgeting & Oversight: Develop and manage budgets for CX, community programmes and BTL activities; monitor spend and procurement.

Connaissances

Customer experience

Community engagement

Brand activation

Project management

Budgeting

Stakeholder management

CRM

Loyalty programs

Event planning

Vendor management

Outils

CRM platforms

Budgeting tools

Description du poste

Customer Experience & Community Engagement Manager

About ZEEKR
ZEEKR is a premium electric vehicle brand under the Geely Group, dedicated to pioneering innovation in smart, sustainable mobility. As part of Geely’s ecosystem, ZEEKR embodies cutting-edge design, advanced technology, and user-centric electric mobility experiences.

About Geely:

A global leader in smart electric vehicles and automotive innovation.

Owns iconic brands including Geely Auto, ZEEKR, Volvo, Polestar, Lotus, and holds a 17% stake in Aston Martin.

Boasts $100B+ in assets and employs 140,000+ people worldwide.

Employs over 30,000 engineers and designers across R&D centers in China, Sweden, the UK, the U.S., and Germany.

Operates 4,000+ sales and service locations globally.

Recognized as a Fortune Global 500 company for 13 consecutive years.

Drives AI-powered automotive solutions supported by one of the industry’s largest cloud computing capacities (1.02 Exaflops/sec).

Through Geespace, has launched 20 satellites to enhance safe autonomous driving capabilities.

Employs world-class digitalisation and AI-driven manufacturing processes.

Position Overview

We are seeking an experienced Customer Experience & Community Engagement Marketing Manager to drive customer engagement, digital experience and brand activations across the Australian market.

This role will be responsible for developing and executing customer experience initiatives, managing digital customer platforms, building a strong owner community, and delivering BTL marketing campaigns and events.

The successful candidate will work closely with ZEEKR HQ, internal stakeholders, dealer partners and external agencies to translate global strategies into effective local initiatives that strengthen customer loyalty, brand advocacy and business growth.

Key Responsibilities

1. Digital Customer Experience & Platform Management

Manage the ongoing operation and enhancement of the ZEEKR App and digital customer ecosystem.

Lead the development and operation of the ZEEKR Online Mall, including merchandise, rewards and customer redemption experiences.

Develop and optimise the ZEEKR Points and customer referral programmes to drive engagement, retention and advocacy.

Collaborate with HQ User Operations and IT teams on system requirements, product enhancements, testing, UAT and implementation.

Monitor digital platform performance and customer engagement metrics to identify improvement opportunities.

2. Community Engagement & Customer Loyalty

Develop and execute strategies to grow and engage the ZEEKR owner community across Australia.

Manage ZEEKR owner clubs and other community engagement initiatives.

Plan and deliver online and offline customer engagement programmes.

Build customer loyalty and advocacy through exclusive experiences, referral programmes and community partnerships.

Identify and develop relationships with local businesses, lifestyle partners and community organisations.

Track community engagement, customer participation and programme effectiveness.

3. BTL Marketing & Event Management

Plan, develop and execute BTL marketing campaigns and brand activation initiatives.

Manage the end-to-end delivery of customer events, owner gatherings, lifestyle activations, roadshows and experiential marketing activities.

Take ownership of event planning, including creative concepts, venue selection, logistics, supplier coordination, production and on-site execution.

Collaborate with Marketing, Sales and Dealer Network teams to support local marketing activations and customer engagement opportunities.

Ensure all activations are aligned with ZEEKR's premium brand positioning and customer experience standards.

Evaluate event performance, customer feedback and campaign effectiveness.

Develop and manage annual and project-based budgets across customer experience, community programmes and BTL marketing activities.

Monitor expenditure, manage cost allocation and ensure projects are delivered within approved budgets.

Manage external agencies, event suppliers, production partners and service providers.

Oversee supplier quotations, procurement processes, contracts, purchase orders and invoice coordination.

Evaluate agency performance, project deliverables and cost efficiency.

Maintain accurate budget tracking, reporting and financial documentation.

5. Cross-functional Collaboration & Localisation

Work closely with ZEEKR HQ to understand global customer experience and user operation strategies and adapt them for the Australian market.

Coordinate with local Marketing, Sales, Dealer Network, After-sales, IT and Finance teams to deliver integrated initiatives.

Support dealer engagement and local customer experience programmes.

Manage project timelines, stakeholder communication and implementation progress.

Identify opportunities to improve operational efficiency and customer experience.

Qualifications & Experience

Minimum 8 years of relevant experience in customer experience, marketing, community engagement, brand activation or related fields.

Proven experience in BTL marketing, event planning and end-to-end execution.

Strong project management skills, with demonstrated experience managing multiple initiatives simultaneously.

Experience in budget planning, financial tracking, procurement and external agency management.

Understanding of digital customer platforms, CRM, loyalty programmes and community engagement strategies.

Strong stakeholder management and cross-functional communication skills.

Ability to translate global strategies into locally relevant marketing and customer experience initiatives.

Excellent organisational skills, attention to detail and hands-on execution capabilities.

Experience in automotive, premium lifestyle, luxury or consumer brands is highly regarded.

Excellent written and verbal communication skills in English; Mandarin proficiency is an advantage.

Key Success Measures

Customer engagement and community growth

App adoption, activity and digital platform performance

Customer loyalty and referral programme effectiveness

BTL campaign and event delivery

Event participation and customer satisfaction