Retail Customer Experience Senior Manager — Drive Growth

Qantas Group; Sydney; Presencial; AUD 180.000 - 240.000; Jornada completa

Descripción de la vacante

Qantas Group is seeking an experienced Customer Experience Senior Manager to lead and elevate customer experience, customer relations and case management across a national dealer network. This senior role shapes service standards, drives continuous improvement and builds capability.

You will coach a high-performing CX team, own end-to-end case management, set escalation pathways, drive CRM improvements, and partner with internal and dealer stakeholders to reduce issues and boost customer

Formación

• Experience leading customer experience or customer relations teams.
• Automotive industry exposure, dealer network, service, warranty or CRM.
• Strong CRM processes, workflows, data quality and reporting.

Responsabilidades

• Lead, coach and develop a high-performing customer experience team.
• Own end-to-end case management, including complex escalations.
• Set service standards, escalation pathways and resolution processes.
• Drive CRM workflow improvements, reporting and data quality.
• Partner with dealer networks and internal teams to resolve root causes.
• Build dashboards and insights to guide strategy and reduce repeat issues.

Conocimientos

CX leadership

CRM capability

Stakeholder management

People leadership

Herramientas

CRM systems

Descripción del empleo

• What Retail Customer Experience Senior Manager...

Showing 5000+ Retail Customer Experience Senior Manager Drive Growth jobs in Sydney

Purpose As the Customer Experience Manager, you are responsible for overseeing and coordinating all activities related to customer experience within a designated portfolio. Your task is to ensure the efficient execution and communication of customer activities within established budgets. Additionally, your goal is to establish a reputation of excellence, and delivering on Accor's client promise.

About the Opportunity

We are seeking an experienced and commercially minded Customer Experience Manager to lead and elevate customer experience, customer relations and case management operations within a dynamic automotive organisation. This is a senior opportunity to lead a customer experience and customer relations function, with real scope to shape service standards, improve systems and lift capability across a national dealer network. You’ll suit this role if you’re a confident people leader who can balance customer outcomes with commercial realities.

About the Role

You will lead the customer experience and case management function, driving service performance, continuous improvement and consistency across channels and stakeholders.

• Lead, coach and develop a high-performing customer experience team
• Own end-to-end case management, including complex escalations
• Set service standards, escalation pathways and resolution processes
• Drive CRM workflow improvements, reporting and data quality
• Partner with dealer networks and internal teams to resolve root causes
• Build dashboards and insights to guide strategy and reduce repeat issues

Skills and Experience

• Customer experience or customer relations leadership
• Automotive industry exposure (dealer network, service, warranty or CRM)
• Strong CRM capability (process, workflows, data quality and reporting)
• Proven experience handling complex, high-pressure escalations
• Strong stakeholder management and influencing skills

What’s on Offer

• High-impact leadership role with real ownership and visibility
• Influence customer experience strategy, systems and processes
• Work closely with senior leaders and key automotive stakeholders
• Modern office environment based in NSW
• Opportunity to drive measurable customer and dealer improvements

Only applicants with work rights in Australia will be eligible.