Job Description

Shape the Customer Experience Across Two Leading Toyota Dealerships

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We're looking for a strategic and customer-focused leader to join our team as Customer Experience Manager.

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This is an exciting opportunity to influence how we engage with customers, improve business performance and drive meaningful change across both Recent Town Toyota and Kalamunda Toyota.

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You'll work closely with leaders across the business to strengthen customer retention, improve customer communications, enhance lead management and turn customer insights into action.

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About Us

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At New Town Toyota and Kalamunda Toyota, we're more than just Toyota dealerships.

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We're family-owned businesses built on integrity, expertise and genuine care for our customers and our team.

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We are proud to represent Australia's most trusted automotive brand and are committed to delivering exceptional customer experiences while providing a supportive environment where our people can learn, grow and build rewarding careers.

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What You'll Be Doing

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- Driving customer experience and retention initiatives across both dealerships.
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- Managing customer feedback, online reputation and complaint resolution processes.
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- Overseeing CRM platforms, customer communications and lifecycle engagement programs.
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- Monitoring lead management performance and identifying opportunities for improvement.
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- Delivering meaningful reporting, customer insights and business recommendations.
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- Leading our Customer Retention Team through the Senior Retention Centre Consultant.
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- Partnering with leaders across the business to improve customer outcomes and business performance.
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- Identifying opportunities to streamline processes, increase retention and enhance the overall customer journey.
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About You

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You're a strategic thinker who enjoys solving problems, improving processes and making a real impact.

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- Experience in customer experience, CRM, customer operations,



business improvement or a similar role.
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- Strong analytical and reporting skills with the ability to turn insights into action.
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- Excellent communication and stakeholder management abilities.
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- A passion for continuous improvement and delivering exceptional customer outcomes.
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- Experience with CRM, customer engagement or lead management platforms.
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- Experience managing customer feedback and complaint resolution processes.
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- Customer journey, retention or lifecycle marketing experience.
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- The ability to influence stakeholders and drive positive change.
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- Automotive industry experience (highly regarded).
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- Basic HTML knowledge and experience editing customer communication templates (advantageous).
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Why Join Us?

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- Monday to Friday hours.
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- A role with genuine influence across two successful Toyota dealerships.
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- Opportunity to shape customer experience, retention and engagement strategies.
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- Work closely with leaders across the business to drive meaningful change.
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- Ongoing training and professional development opportunities.
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- Supportive and collaborative team culture.
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- Stable, family-owned business with long-term career opportunities.
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If you're looking for a role where you can combine customer experience, strategy, data and leadership to make a genuine difference, we'd love to hear from you.

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What can I earn as a Customer Experience Manager

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We are an award winning, family-owned and operated Toyota dealership in the Perth metro area, and have been operating for over 30 years.

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We're one of Perth's biggest Toyota dealerships, supplying and servicing a large variety of commercial, mining, and private customers. We aim to cater to every step of the vehicle lifecycle, including trade-ins, purchases of new and used vehicles, the supply and fitment of additional parts and accessories, and servicing.

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We are always on the look-out for customer focused individuals who are determined to deliver a great product or service. If this sounds like you, we'd love to hear from you.

📌 Customer Experience Manager (Perth)
🏢 New Town Toyota
📍 Perth