Customer Experience Manager

Acclaimed Workforce Acclaimed Workforce Pty Ltd; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Modern NSW office

Job summary

Acclaimed Workforce Pty Ltd is seeking a senior Customer Experience Manager to lead customer experience, relations and case management across a national automotive dealer network. The role balances customer outcomes with commercial realities and requires a confident people leader able to drive change across senior stakeholders.

You will shape service standards, improve systems and lift capability, with responsibility for performance, continuous improvement and consistency across channels.

Qualifications

• Experience leading customer experience or customer relations functions.
• Exposure to automotive dealer networks, service, warranty or CRM.
• Strong CRM capabilities including process design, workflows, data quality and reporting.
• Proven ability to handle complex, high-pressure escalations.
• Strong stakeholder management and influencing skills.

Responsibilities

• Lead, coach and develop a high-performing customer experience team.
• Own end-to-end case management, including complex escalations.
• Set service standards, escalation pathways and resolution processes.
• Drive CRM workflow improvements, reporting and data quality.
• Partner with dealer networks and internal teams to resolve root causes.
• Build dashboards and insights to guide strategy and reduce repeat issues.

Skills

Customer experience leadership

CRM capability

Stakeholder management

Escalation handling

Automotive industry exposure

Job description

We are seeking an experienced and commercially minded Customer Experience Manager to lead and elevate customer experience, customer relations and case management operations within a dynamic automotive organisation.

This is a senior opportunity to lead a customer experience and customer relations function, with real scope to shape service standards, improve systems and lift capability across a national dealer network. You’ll suit this role if you’re a confident people leader who can balance customer outcomes with commercial realities.

If you enjoy solving complex issues, using CRM insights to drive change, and working closely with senior stakeholders to improve the end-to-end customer journey, this role offers genuine influence and impact.

About the Role

You will lead the customer experience and case management function, driving service performance, continuous improvement and consistency across channels and stakeholders.

• Lead, coach and develop a high-performing customer experience team
• Own end-to-end case management, including complex escalations
• Set service standards, escalation pathways and resolution processes
• Drive CRM workflow improvements, reporting and data quality
• Partner with dealer networks and internal teams to resolve root causes
• Build dashboards and insights to guide strategy and reduce repeat issues

About the Opportunity

We are seeking an experienced and commercially minded Customer Experience Manager to lead and elevate customer experience, customer relations and case management operations within a dynamic automotive organisation.

This is a senior opportunity to lead a customer experience and customer relations function, with real scope to shape service standards, improve systems and lift capability across a national dealer network. You’ll suit this role if you’re a confident people leader who can balance customer outcomes with commercial realities.

If you enjoy solving complex issues, using CRM insights to drive change, and working closely with senior stakeholders to improve the end-to-end customer journey, this role offers genuine influence and impact.

About the Role

You will lead the customer experience and case management function, driving service performance, continuous improvement and consistency across channels and stakeholders.

• Lead, coach and develop a high-performing customer experience team
• Own end-to-end case management, including complex escalations
• Set service standards, escalation pathways and resolution processes
• Drive CRM workflow improvements, reporting and data quality
• Partner with dealer networks and internal teams to resolve root causes
• Build dashboards and insights to guide strategy and reduce repeat issues

Skills and Experience

To be considered for this role, you will ideally have:

• Customer experience or customer relations leadership
• Automotive industry exposure (dealer network, service, warranty or CRM)
• Strong CRM capability (process, workflows, data quality and reporting)
• Proven experience handling complex, high-pressure escalations
• Strong stakeholder management and influencing skills

What’s on Offer

• High-impact leadership role with real ownership and visibility
• Influence customer experience strategy, systems and processes
• Work closely with senior leaders and key automotive stakeholders
• Modern office environment based in NSW
• Opportunity to drive measurable customer and dealer improvements

Only applicants with work rights in Australia will be eligible.