National Head of Customer Experience & Care

CARe Automotive Group

Melbourne

Sur place

AUD 140 000 - 180 000

Plein temps

Il y a 2 jours

Soyez parmi les premiers à postuler

Obtenez une réponse de cet employeur

Votre CV et votre lettre de motivation, adaptés exactement à ce que l’employeur recherche.

Passez les filtres ATS

Avantages offerts par ce poste

National leadership opportunity

Influence and impact

Competitive remuneration

Innovation and technology

Growth journey

Culture that cares

Résumé du poste

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.

Responsabilités

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.