National CX Lead - Automotive

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

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.