Senior Customer Experience & Supplier Performance Lead

Changan Automobile

Sydney

On-site

AUD 110,000 - 150,000

Full time

36 hours ago

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Job summary

Changan Automobile in Australia is seeking a senior Customer Service & Experience leader responsible for Call Centre and Roadside Assistance supplier management, with a focus on KPI/SLA governance and continuous improvement. You will drive CX frameworks for Australia, partner with cross-functional teams and external providers to raise CSAT and NPS while controlling costs.

The role requires strong stakeholder engagement, data-driven decision making and the ability to lead complex cross-functional

Qualifications

Minimum 5 years in customer service, CX, contact centre or related management roles.
Strong knowledge of CSAT, NPS, SLA and FCR metrics.
Automotive industry experience with OEM/dealer groups preferred.
Experience managing external BPO/outsourced providers.
Excellent stakeholder management and communication skills.
Ability to drive cross-functional action without direct reporting lines.
Willingness to travel as required.

Responsibilities

Manage day-to-day performance and service quality of external Call Centre and Roadside Assistance providers.
Establish and improve supplier KPI and SLA frameworks.
Lead supplier performance reviews and develop improvement plans.
Develop and monitor Customer Satisfaction and Experience measurement for the Australian market.
Coordinate cross-functional efforts to resolve complex customer issues.
Provide regular management reporting on KPIs, risks and improvement actions.