Job Description

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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.

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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.

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If you enjoy solving complex issues, using CRM insights to drive change, and working closely with senior stakeholders to improve the end-to-end customer journey, this role offers genuine influence and impact.

About the Role n

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

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

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.

n

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.

n

If you enjoy solving complex issues, using CRM insights to drive change, and working closely with senior stakeholders to improve the end-to-end customer journey, this role offers genuine influence and impact.

About the Role n

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

n

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

To be considered for this role, you will ideally have:

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- Customer experience or customer relations leadership
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- Automotive industry exposure (dealer network, service, warranty or CRM)
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- Strong CRM capability (process, workflows, data quality and reporting)
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- Proven experience handling complex, high-pressure escalations
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- Strong stakeholder management and influencing skills
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What’s on Offer nn
- High-impact leadership role with real ownership and visibility
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- Influence customer experience strategy, systems and processes
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- Work closely with senior leaders and key automotive stakeholders
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- Modern office environment based in NSW
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- Prospect to drive measurable customer and dealer improvements
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Only applicants with work rights in Australia will be eligible.

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📌 Customer Experience Manager (New South Wales)
🏢 Acclaimed Workforce Acclaimed Workforce
📍 New South Wales