National Customer Experience Manager

CARe Automotive Group; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

National leadership opportunity

Influence and impact

Competitive remuneration

Innovation and technology

Growth journey

Culture that cares

Job summary

CARe Automotive Group seeks a dynamic national Customer Care leader to shape the customer experience across CARe and MotorOne Autobody. You will lead our national team, set standards, drive KPIs, and partner with insurers to strengthen relationships and improve service.

This senior role offers a path to influence growth, leverage Power BI for insights, and implement AI/automation to enhance outcomes. Based in Melbourne with national travel, the position reflects seniority and competitive

Qualifications

• Proven experience leading national or multi-site teams, including Team Leaders or managers.
• Strong track record of driving performance, managing KPIs and improving customer experience outcomes.
• Confidence engaging with senior stakeholders and presenting to executive-level audiences.
• Strong analytical skills, including experience using Power BI to interpret data and develop meaningful insights.
• Experience leveraging AI and automation to enhance the customer experience.
• Excellent communication and presentation skills, with the ability to create engaging, visually compelling presentations.
• Strong commercial acumen, problem-solving skills and a continuous improvement mindset.
• High energy, tenacity and adaptability, with the ability to thrive in a demanding, fast-paced environment.
• A willingness and ability to travel nationally as required.

Responsibilities

• Leading and developing our national Customer Care function, including Team Leaders, to drive team capability, performance and consistency.
• Establishing service excellence standards and KPIs to improve customer satisfaction, retention and service delivery.
• Monitoring customer experience performance, identifying trends and driving improvements across the group.
• Supporting senior leaders and in managing key customer relationships, including insurance partners.
• Developing and presenting performance reports, dashboards and insights using Power BI and other reporting tools.
• Delivering engaging presentations and performance reviews to senior leaders and customers, translating data into meaningful insights and opportunities.
• Driving continuous improvement initiatives that enhance service quality, operational efficiency and the end-to-end customer experience across the group.

Skills

Team Leadership

KPI Management

Stakeholder Communication

Data Analysis

Commercial Acumen

Tools

Power BI

Job description

CARe Automotive and MotorOne Autobody are two leading names in collision repair, combining decades of industry experience with innovative technology and a shared commitment to quality.

Our focus is on delivering exceptional repair outcomes, outstanding customer experiences and innovative solutions across the collision repair industry. With an expanding network of repair centres and established insurer partnerships, we're continually evolving how we deliver service and enhance the end-to-end claims and repair journey.

What we offer:

• A National Leadership Opportunity – Lead our Customer Care function and shape the customer experience across CARe and MotorOne Autobody.
• Influence and Impact – Work closely with senior leaders and key customers to influence service delivery, strengthen relationships and drive meaningful improvements.
• Competitive Remuneration – A market-competitive salary package that reflects the scope and seniority of the role.
• Innovation and Technology – Join a forward-thinking business that embraces innovation and leverages data, analytics and technology to improve performance and enhance the customer experience.
• Be Part of Our Growth Journey – Contribute to the next stage of our growth journey, with the opportunity to shape how we deliver customer service nationally.
• A Culture That Cares – A supportive, innovative, and values-driven culture where your impact is visible and valued.

About the Role:

• Leading and developing our national Customer Care function, including Team Leaders, to drive team capability, performance and consistency.
• Establishing service excellence standards and KPIs to improve customer satisfaction, retention and service delivery.
• Monitoring customer experience performance, identifying trends and driving improvements across the group.
• Supporting senior leaders and in managing key customer relationships, including insurance partners.
• Developing and presenting performance reports, dashboards and insights using Power BI and other reporting tools.
• Delivering engaging presentations and performance reviews to senior leaders and customers, translating data into meaningful insights and opportunities.
• Driving continuous improvement initiatives that enhance service quality, operational efficiency and the end-to-end customer experience across the group.

About You:

We're looking for an energetic, commercially minded leader who is passionate about customer experience and knows how to turn insights into action.

You’ll bring:

• Proven experience leading national or multi-site teams, including Team Leaders or managers.
• A strong track record of driving performance, managing KPIs and improving customer experience outcomes.
• Confidence engaging with senior stakeholders and presenting to executive-level audiences.
• Strong analytical skills, including experience using Power BI or similar reporting tools to interpret data and develop meaningful insights.
• Experience leveraging AI and automation to enhance the customer experience.
• Excellent communication and presentation skills, with the ability to create engaging, visually compelling presentations.
• Strong commercial acumen, problem-solving skills and a continuous improvement mindset.
• High energy, tenacity and adaptability, with the ability to thrive in a demanding, fast-paced environment.
• A willingness and ability to travel nationally as required.

If you're ready to help shape the customer experience across two leading repair businesses, we'd love to hear from you.

CARe Auto is a fast-growing Australian collision and accident repair business, delivering a modern, customer-first approach to the automotive repair industry. Founded in Melbourne, we partner with leading insurers to provide a seamless, end-to-end claims and repair experience. Our approach is simple: customer first, digital-led, and people-enabled. Through innovative technology and streamlined processes, we make repairs faster, more transparent, and more convenient. At CARe Auto, our people are at the heart of everything we do, creating a collaborative, high-performing culture focused on delivering exceptional outcomes and redefining what great looks like in collision repair.

CARe Auto is a fast-growing Australian collision and accident repair business, delivering a modern, customer-first approach to the automotive repair industry. Founded in Melbourne, we partner with leading insurers to provide a seamless, end-to-end claims and repair experience. Our approach is simple: customer first, digital-led, and people-enabled. Through innovative technology and streamlined processes, we make repairs faster, more transparent, and more convenient. At CARe Auto, our people are at the heart of everything we do, creating a collaborative, high-performing culture focused on delivering exceptional outcomes and redefining what great looks like in collision repair.