Customer Experience Manager

New Town Toyota; Perth; On-site; AUD 90,000 - 130,000; Full time

Job summary

New Town Toyota and Kalamunda Toyota in Perth are seeking a Customer Experience Manager to lead customer strategy across both sites. You will drive retention, optimise communications, and oversee CRM and lifecycle engagement programs to convert insights into action.

You'll collaborate with senior leaders, influence stakeholders, and steer the customer journey improvements with a data-driven mindset. A passion for high-quality service and continuous improvement will be essential to succeed in

Qualifications

• Experience in customer experience, CRM, customer operations or a similar role.
• Strong analytical and reporting skills with the ability to turn insights into action.
• Excellent communication and stakeholder management abilities.
• Experience with CRM, customer engagement or lead management platforms.
• Experience managing customer feedback and complaint resolution processes.
• Customer journey, retention or lifecycle marketing experience.
• The ability to influence stakeholders and drive positive change.
• Automotive industry experience (highly regarded).
• Basic HTML knowledge and experience editing customer communication templates (advantageous).

Responsibilities

• Drive customer experience and retention initiatives across two dealerships.
• Manage customer feedback, online reputation and complaint resolution processes.
• Oversee CRM platforms, customer communications and lifecycle engagement programs.
• Monitor lead management performance and identify opportunities for improvement.
• Deliver meaningful reporting, customer insights and business recommendations.
• Lead the Customer Retention Team through the Senior Retention Centre Consultant.
• Partner with leaders across the business to improve customer outcomes and business performance.
• Identify opportunities to streamline processes, increase retention and enhance the overall customer journey.

Skills

Customer experience

CRM platforms

Analytical reporting

Stakeholder management

Communication

Lifecycle marketing

Basic HTML knowledge

Automotive industry experience

Tools

CRM platforms

Lead management platforms

HTML templates editing

Job description

Shape the Customer Experience Across Two Leading Toyota Dealerships

We're looking for a strategic and customer-focused leader to join our team as Customer Experience Manager.

This is an exciting opportunity to influence how we engage with customers, improve business performance and drive meaningful change across both New Town Toyota and Kalamunda Toyota.

You'll work closely with leaders across the business to strengthen customer retention, improve customer communications, enhance lead management and turn customer insights into action.

About Us

At New Town Toyota and Kalamunda Toyota, we're more than just Toyota dealerships.

We're family-owned businesses built on integrity, expertise and genuine care for our customers and our team.

We are proud to represent Australia's most trusted automotive brand and are committed to delivering exceptional customer experiences while providing a supportive environment where our people can learn, grow and build rewarding careers.

What You'll Be Doing

• Driving customer experience and retention initiatives across both dealerships.
• Managing customer feedback, online reputation and complaint resolution processes.
• Overseeing CRM platforms, customer communications and lifecycle engagement programs.
• Monitoring lead management performance and identifying opportunities for improvement.
• Delivering meaningful reporting, customer insights and business recommendations.
• Leading our Customer Retention Team through the Senior Retention Centre Consultant.
• Partnering with leaders across the business to improve customer outcomes and business performance.
• Identifying opportunities to streamline processes, increase retention and enhance the overall customer journey.

About You

You're a strategic thinker who enjoys solving problems, improving processes and making a real impact.

• Experience in customer experience, CRM, customer operations, business improvement or a similar role.
• Strong analytical and reporting skills with the ability to turn insights into action.
• Excellent communication and stakeholder management abilities.
• A passion for continuous improvement and delivering exceptional customer outcomes.
• Experience with CRM, customer engagement or lead management platforms.
• Experience managing customer feedback and complaint resolution processes.
• Customer journey, retention or lifecycle marketing experience.
• The ability to influence stakeholders and drive positive change.
• Automotive industry experience (highly regarded).
• Basic HTML knowledge and experience editing customer communication templates (advantageous).

Why Join Us?

• Monday to Friday hours.
• A role with genuine influence across two successful Toyota dealerships.
• Opportunity to shape customer experience, retention and engagement strategies.
• Work closely with leaders across the business to drive meaningful change.
• Ongoing training and professional development opportunities.
• Supportive and collaborative team culture.
• Stable, family-owned business with long-term career opportunities.

If you're looking for a role where you can combine customer experience, strategy, data and leadership to make a genuine difference, we'd love to hear from you.

What can I earn as a Customer Experience Manager

We are an award winning, family-owned and operated Toyota dealership in the Perth metro area, and have been operating for over 30 years.

We’re one of Perth’s biggest Toyota dealerships, supplying and servicing a large variety of commercial, mining, and private customers. We aim to cater to every step of the vehicle lifecycle, including trade-ins, purchases of new and used vehicles, the supply and fitment of additional parts and accessories, and servicing.

We are always on the look-out for customer focused individuals who are determined to deliver a great product or service. If this sounds like you, we'd love to hear from you.