CX Manager

JETOUR MOTOR AUSTRALIA PTY LTD; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Professional development

Leadership role

Access to leading CX tools

Job summary

JETOUR Australia is seeking a Customer Experience Manager to lead the post-sale CX strategy across the national network. You will shape ownership journeys from delivery to servicing, manage complaint resolution and drive dealer CX standards with cross-functional partners.

You will establish a robust voice-of-customer program, develop dashboards, and ensure governance and measurement of CX outcomes. A driver licence and willingness to travel nationally are required.

Qualifications

• Relevant qualification in customer experience, business, communications or service management, or equivalent experience.
• Experience leading customer experience, customer care, complaints management or service operations.
• Proven track record improving customer journeys and frontline service standards across a distributed network.
• Strong leadership, coaching and performance management skills.
• Strong stakeholder management, communication and empathy for sensitive issues.
• Analytical and digital capabilities with CRM, case management and dashboards.

Responsibilities

• Develop and execute the national post-sale customer experience strategy, roadmap and annual plan.
• Map and improve the end-to-end ownership journey including handover, onboarding, servicing and repairs.
• Identify opportunities to improve satisfaction and reduce friction across the ownership journey.
• Lead complaint management, escalation pathways and ongoing case governance.
• Collaborate across Service Operations, Technical, Warranty, Parts, Marketing and Dealer Network.
• Develop dashboards and reports to monitor CX performance and risks.
• Coach and develop CX and Customer Care teams and manage budgets.

Skills

Customer experience leadership

Stakeholder management

People leadership

Communication skills

Analytical capability

Education

Qualification in customer experience / business / communications / service management

Tools

CRM

Case management

Customer survey platforms

Dashboards

Job description

Drive the future of automotive with JETOUR Australia

JETOUR Motor Australia is part of a growing global automotive brand, committed to delivering innovative vehicles and exceptional customer experiences. As we continue to establish and grow our presence in the Australian market, we are focused on building a strong ownership experience that earns customer trust, strengthens dealer capability and drives long-term brand loyalty.

About the Role

The Customer Experience Manager will lead JETOUR Motor Australia's post-sale customer experience strategy and execution, shaping how customers interact with our brand throughout their ownership journey. From vehicle delivery and servicing to repairs, roadside assistance and complaint resolution, you will ensure customers receive consistent, transparent and empathetic support at every stage of ownership.

This role will establish and continuously improve our customer care framework, voice-of-customer programs, complaint management processes, dealer CX standards and customer satisfaction measurement. Working collaboratively across Service Operations, Technical, Warranty, Parts, Marketing, Network Development, Legal and our dealer network, you will identify opportunities for improvement, resolve systemic customer pain points and help build lasting customer confidence in the JETOUR brand. This is an opportunity to make a meaningful impact in a growing automotive business, with the scope to shape our customer experience function, establish best-practice processes and influence the future of our Australian customer ownership experience.

Key Responsibilities

Customer Experience Strategy & Journey Improvement

• Develop and execute the national post-sale customer experience strategy, roadmap and annual plan, aligned with JETOUR's brand promise, business priorities, vehicle launches and customer commitments.

• Map, evaluate and continuously improve the end-to-end customer ownership journey, including vehicle handover, onboarding, servicing, maintenance reminders, repair updates, roadside assistance and ongoing customer engagement.

• Identify opportunities to improve customer satisfaction, reduce friction across the ownership journey and strengthen customer retention and brand loyalty.

• Partner with cross-functional stakeholders to translate customer insights into measurable service improvements and business outcomes.

Customer Care & Complaint Management

• Establish and maintain customer care operating models, including contact channels, response standards, case ownership, escalation pathways, quality assurance and recordkeeping requirements.

• Own the customer complaint and escalation framework, ensuring cases are prioritised according to urgency, safety, customer vulnerability, legal risk, vehicle-off-road status and overall customer impact.

• Coordinate complex and sensitive customer cases across dealers, Technical, Warranty, Parts, Service Operations, Legal and executive stakeholders, ensuring clear accountability, timely resolution and consistent communication.

• Ensure customer concerns are managed fairly, professionally and in accordance with applicable legislation, company policies and customer commitments.

• Oversee approved goodwill arrangements and customer remedies within delegated authority and established financial controls.

Dealer Standards & Network Capability

• Establish and continuously improve dealer customer experience standards covering vehicle handover, communication, consent, service booking, vehicle care, repair updates, complaint handling and post-service follow-up.

• Work closely with the dealer network to embed consistent customer service practices and improve the quality of customer interactions.

• Monitor dealer performance, identify service delivery gaps and partner with relevant stakeholders to implement corrective actions.

• Develop practical guidance, tools and training to strengthen dealer capability and promote a consistent customer experience nationally.

Voice of Customer, Insights & Reporting

• Own voice-of-customer programs and measurement frameworks, including Customer Satisfaction Index (CSI), Net Promoter Score (NPS), customer surveys, complaint trends, sentiment and contact metrics.

• Develop dashboards and management reports that provide visibility of customer experience performance, emerging risks and improvement opportunities.

• Analyse customer feedback, case data and dealer performance to identify recurring issues, underlying root causes and opportunities for preventative action.

• Present customer insights and recommendations to senior leadership, influencing decisions and driving measurable improvements in customer satisfaction and operational performance.

People, Performance & Governance

• Lead, coach and develop Customer Experience and Customer Care team members, establishing clear service standards, performance expectations, case ownership and development plans.

• Build a customer-centric culture focused on accountability, empathy, continuous improvement and consistent service delivery.

• Manage CX budgets, suppliers and improvement initiatives, ensuring resources are allocated effectively and expenditure remains within approved limits.

• Establish appropriate governance, reporting, quality assurance and recordkeeping processes to support effective case management and continuous improvement.

• Collaborate with internal stakeholders to ensure customer experience initiatives align with broader business objectives and operational priorities.

About You

You are a commercially minded and customer-focused leader who understands how to build trust, resolve complex issues and improve customer experiences in a service-driven environment. You combine strategic thinking with practical execution and can influence stakeholders across a national network to deliver meaningful improvements.

You will bring:

• A relevant qualification in customer experience, business, communications, service management or a related discipline, or equivalent substantial industry experience.

• Extensive experience leading customer experience, customer care, complaints management or service operations in automotive, mobility or another complex consumer service environment.

• A proven track record of improving customer journeys, satisfaction, complaint outcomes and frontline service standards across a distributed network.

• Demonstrated people leadership capability, including coaching, performance management and building high-performing customer-focused teams.

• Strong stakeholder management, communication and negotiation skills, with the judgement and empathy to manage sensitive, complex and high-risk customer matters.

• Strong analytical and digital capability, including experience with CRM, case management, customer survey platforms, dashboards and Microsoft 365.

• The ability to interpret customer insights and translate data into practical improvement initiatives and measurable outcomes.

• A current unrestricted Australian driver licence and willingness to undertake regular national travel, including occasional overnight stays.

Desirable experience

• Experience within an automotive OEM, distributor, dealer group or national customer care function.

• Experience managing voice-of-customer programs, customer journey mapping, NPS/CSI measurement and complaint analytics.

• Working knowledge of Australian Consumer Law, privacy obligations, complaint handling principles, vulnerable-customer considerations and automotive ownership obligations.

• Experience establishing or transforming customer experience functions, processes or service standards in a growing business.

Why Join JETOUR Australia?

This is an exciting opportunity to join a growing global automotive brand at a pivotal stage in its Australian journey.

Rather than inheriting a fully established customer experience function, you will have the opportunity to help shape how JETOUR Australia supports its customers, develops dealer capability and delivers an exceptional ownership experience.

We offer:

• A competitive salary package commensurate with experience.

• The opportunity to work with an innovative global automotive brand and exciting vehicle products.

• The opportunity to build and influence customer experience strategy, processes and standards from the ground up.

• A visible leadership role with the ability to influence business decisions and deliver measurable customer and commercial outcomes.

• Professional development and career growth opportunities as the Australian business expands.

• A collaborative and dynamic working environment where your contribution can make a real difference.

• Access to industry-leading technology, tools and resources.

Learn more about JETOUR globally at JETOUR Global.

Diversity & Inclusion

JETOUR Australia is an equal opportunity employer committed to building a diverse, inclusive and respectful workplace. We welcome applications from people of all backgrounds, cultures, identities, ages and abilities. We value different perspectives and experiences and believe that a diverse workforce helps us build stronger teams, better products and exceptional customer experiences. We are committed to providing a fair and inclusive recruitment process and encourage applications from all suitably qualified candidates.