Senior CX Leader — Automotive Experience & CRM Strategy

Acclaimed Workforce Acclaimed Workforce Pty Ltd; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Modern NSW office

Job summary

Acclaimed Workforce Pty Ltd is seeking a senior Customer Experience Manager to lead customer experience, relations and case management across a national automotive dealer network. The role balances customer outcomes with commercial realities and requires a confident people leader able to drive change across senior stakeholders.

You will shape service standards, improve systems and lift capability, with responsibility for performance, continuous improvement and consistency across channels.

Qualifications

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

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

CRM capability

Stakeholder management

Escalation handling

Automotive industry exposure

Job description

Acclaimed Workforce Pty Ltd is seeking a senior Customer Experience Manager to lead customer experience, relations and case management across a national automotive dealer network. The role balances customer outcomes with commercial realities and requires a confident people leader able to drive change across senior stakeholders.

You will shape service standards, improve systems and lift capability, with responsibility for performance, continuous improvement and consistency across channels.