Customer Service & Supplier Management Manager

Changan Automobile; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

Changan Automobile in Australia is seeking a senior Customer Service & Experience leader responsible for Call Centre and Roadside Assistance supplier management, with a focus on KPI/SLA governance and continuous improvement. You will drive CX frameworks for Australia, partner with cross-functional teams and external providers to raise CSAT and NPS while controlling costs.

The role requires strong stakeholder engagement, data-driven decision making and the ability to lead complex cross-functional

Qualifications

• Minimum 5 years in customer service, CX, contact centre or related management roles.
• Strong knowledge of CSAT, NPS, SLA and FCR metrics.
• Automotive industry experience with OEM/dealer groups preferred.
• Experience managing external BPO/outsourced providers.
• Excellent stakeholder management and communication skills.
• Ability to drive cross-functional action without direct reporting lines.
• Willingness to travel as required.

Responsibilities

• Manage day-to-day performance and service quality of external Call Centre and Roadside Assistance providers.
• Establish and improve supplier KPI and SLA frameworks.
• Lead supplier performance reviews and develop improvement plans.
• Develop and monitor Customer Satisfaction and Experience measurement for the Australian market.
• Coordinate cross-functional efforts to resolve complex customer issues.
• Provide regular management reporting on KPIs, risks and improvement actions.

Skills

Customer service management

KPI management

Stakeholder management

Analytical skills

English communication

Job description

1. Call Centre & Roadside Assistance Supplier Management

• Manage the day-to-day performance and service quality of external Call Centre and Roadside Assistance providers.
• Establish, maintain and continuously improve supplier KPI and SLA frameworks.
• Monitor key performance indicators including:
• Answer Rate
• Average Speed of Answer (ASA)
• Customer Satisfaction (CSAT)
• Complaint Rate
• Abandonment Rate
• Roadside Assistance Response Time
• Arrival Time
• Service Completion Rate
• Service Quality
• Lead regular supplier Performance Reviews and Business Reviews.
• Analyse supplier performance gaps and develop corrective and improvement plans.
• Monitor supplier contractual performance, service quality, operational risks and commercial matters.
• Identify potential supplier risks and develop appropriate preventive and contingency plans.
• Continuously improve supplier operating models and processes based on business requirements and customer needs.
• Support supplier sourcing, tendering, evaluation, contract negotiation, implementation, transition and supplier change activities.

2. Customer Satisfaction & Customer Experience Management

• Establish and continuously improve the Customer Satisfaction and Customer Experience management framework for the Australian market.
• Develop an appropriate customer experience measurement framework, including CSAT, NPS, Customer Effort, Complaint Rate, FCR and Repeat Contact.
• Establish customer survey mechanisms covering customer touchpoints, methodology, frequency, sampling and reporting.
• Analyse customer satisfaction and experience data to identify key customer pain points across the customer journey.
• Establish a Voice of Customer (VOC) mechanism and translate customer feedback into actionable improvement initiatives.
• Lead and monitor customer experience improvement projects.
• Identify key pain points across the customer lifecycle and drive improvements with relevant functions.

3. Customer Complaint Management

• Establish and continuously improve the company’s Customer Complaint Management framework.
• Define complaint categories, severity levels, ownership, response times, resolution targets and closure criteria.
• Establish and manage a structured customer complaint escalation process.
• Closely manage critical, high-risk and repeat complaints.
• Coordinate with relevant stakeholders to ensure customer issues are responded to and resolved within agreed timelines.
• Conduct Root Cause Analysis (RCA) for major and recurring complaints.
• Lead regular Complaint Reviews / Case Reviews to identify product, service, process and organisational issues.
• Establish complaint databases and issue classification structures to identify trends and root causes.
• Drive a shift from resolving individual complaints to addressing systemic customer issues.
• Provide regular management reporting on complaint trends, major customer risks, key issues and improvement actions.

4. Customer Issue Resolution & Cross-functional Management

• Act as a key coordinator for complex and cross-functional customer issues.
• Establish clear ownership, target dates, action plans and closure mechanisms for customer issues.
• Closely monitor long-open, recurring, high-impact and high-risk customer issues.
• Coordinate with Aftersales, Technical, Parts, Quality, Sales, Dealers and other relevant functions to drive issue resolution.
• Analyse customer issue trends and root causes to identify systemic product, quality, service, process or supplier issues.
• Escalate significant customer risks and unresolved issues to senior management in a timely manner.
• Take ownership of the final customer issue resolution outcome rather than simply coordinating internal handovers.

5. Data Analysis & Management Reporting

• Establish customer service, supplier performance, customer satisfaction and complaint reporting frameworks.
• Develop and maintain Customer Service Management Dashboards.
• Prepare regular weekly, monthly and quarterly management reports.
• Analyse Call Centre, Roadside Assistance, Customer Satisfaction, Customer Complaints and Open Customer Issues data.
• Identify trends, risks and improvement opportunities through data analysis.
• Translate customer service data into actionable recommendations and improvement initiatives rather than simply reporting KPI performance.

6. Customer Service Process & Framework Development

• Continuously assess the effectiveness and customer impact of customer service processes.
• Establish and improve Customer Service SOPs, Complaint Management, Escalation Management and VOC processes.
• Optimise key customer touchpoints including customer enquiries, complaints, roadside assistance and issue escalation.
• Drive continuous improvement of customer service standards and operating procedures.
• Support the implementation and optimisation of CRM, Call Centre and Customer Service platforms.
• Promote the use of digitalisation, automation and data analytics to improve customer service operations.

Candidate Requirements

• Minimum 5 years’ experience in customer service, customer experience, contact centre, aftersales or related management roles.
• Proven local Australian work experience and a strong understanding of the Australian customer service environment.
• Automotive industry experience is highly preferred, particularly experience with an automotive OEM, dealer group or automotive aftersales organisation.
• Proven experience managing external BPO, Call Centre, Roadside Assistance or other customer service providers.
• Strong experience in customer complaint management and complex customer issue resolution.
• Strong understanding of customer service KPIs, including CSAT, NPS, SLA and FCR.
• Strong analytical capability with the ability to identify issues from data and translate insights into practical improvement actions.
• Excellent stakeholder management, communication and influencing skills.
• Ability to influence and drive action across functions without direct line-management authority.
• Ability to work independently and operate effectively in a fast-growing and evolving organisation where processes and systems are still being developed.
• Excellent written and verbal English communication skills.
• Willingness to travel when required.

Preferred Experience

The following experience will be highly regarded:

• Customer Service / Customer Experience / Aftersales management experience within an automotive OEM.
• Australian automotive industry experience.
• Experience managing automotive customer complaints and complex customer issues.
• Strong understanding of the Australian automotive dealer and aftersales environment.
• Experience building customer service management frameworks from the ground up.
• Experience supporting the launch or rapid growth of a new automotive brand in Australia.
• Experience in supplier sourcing, tendering, contract management and commercial negotiations.
• Experience with CRM / Contact Centre Platform implementation or optimisation.

Core Competencies

Customer Centricity

Strong ability to understand customer issues from both the customer and brand perspective.

Ability to manage service providers through KPIs, SLAs, performance reviews and structured improvement plans.

Problem Solving

Strong capability to manage complex, long-running and cross-functional customer issues and drive them to resolution.

Stakeholder Management & Influencing

Ability to influence internal stakeholders and external partners without relying on direct reporting authority.

Data Driven Decision Making

Ability to use customer and operational data to identify trends, risks and root causes.

Framework & Process Development

Ability to build customer service processes, SOPs, KPIs and management frameworks from the ground up.

Ownership & Accountability

Strong ownership of customer issues and outcomes rather than simply coordinating or escalating them.

Ability to identify systemic issues from individual customer cases and drive sustainable improvements.

Key Success Measures

Success in this role will not be measured solely by supplier KPI performance. A key objective is to build the company’s own customer service management capability in Australia.

• Consistent achievement of Call Centre KPI / SLA targets.
• Consistent achievement of Roadside Assistance KPI / SLA targets.
• Effective management of major supplier operational risks.

Customer Experience

• Establishment of a robust Customer Satisfaction and Customer Experience framework.
• Continuous improvement in key customer experience metrics such as CSAT and NPS.
• Reduction in repeat contacts and recurring customer issues.

Complaint Management

• Implementation of a structured Complaint Management and Escalation framework.
• Continuous improvement in complaint response and closure performance.
• Timely management and escalation of critical complaints.
• Reduction in recurring and systemic complaints.

Customer Issue Resolution

• Establishment of a structured Customer Issue Management framework.
• Reduction in long-open customer issues.
• Shorter resolution cycles for cross-functional customer issues.
• Effective systemic improvement driven by RCA and Case Reviews.

Management Framework

• Supplier Performance Management framework established and operational.
• Customer Complaint Management framework established and operational.
• Effective Customer Service Dashboard and Management Reporting framework established.