Senior Customer Experience Leader - Automotive & CRM

Bayside Group; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Bayside Group is seeking an experienced Customer Experience Manager to lead customer experience, relations, and case management operations within a dynamic automotive organisation. This senior role offers the opportunity to shape service standards, improve systems, and lift capability across a national dealer network.

You will lead a team, manage end-to-end case management and drive CRM improvements, reporting, and data quality while collaborating with senior stakeholders to elevate the

Qualifications

• Experience leading customer experience or customer relations teams.
• Exposure to automotive dealer networks, service, warranty or CRM.
• Strong CRM skills including processes, workflows, data quality and reporting.
• Proven ability to handle complex, high-pressure escalations.
• Excellent stakeholder management and influencing abilities.

Responsibilities

• 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

Customer experience leadership

Automotive industry exposure

Strong CRM capability

Escalation management

Stakeholder management

Tools

CRM software

Job description

Bayside Group is seeking an experienced Customer Experience Manager to lead customer experience, relations, and case management operations within a dynamic automotive organisation. This senior role offers the opportunity to shape service standards, improve systems, and lift capability across a national dealer network.

You will lead a team, manage end-to-end case management and drive CRM improvements, reporting, and data quality while collaborating with senior stakeholders to elevate the