Job Description
About the Opportunity/n /n /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 /n /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 /n /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./n /n

About the Role
/n /n /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 /n Skills and Experience/n /n /n To be considered for this role, you will ideally have: /n /n
- Customer experience or customer relations leadership /n
- Automotive industry exposure (dealer network, service, warranty or CRM) /n
- Strong CRM capability (process, workflows, data quality and reporting) /n
- Proven experience handling complex, high-pressure escalations /n
- Strong stakeholder management and influencing skills /n /n What’s on Offer/n /n
- High-impact leadership role with real ownership and visibility /n
- Influence customer experience strategy, systems and processes /n
- Work closely with senior leaders and key automotive stakeholders /n
- Up-to-date office environment based in NSW /n
- Opportunity to drive measurable customer and dealer improvements /n Only applicants with work rights in Australia will be eligible./n /n /n To submit your application in strict confidence, click the 'apply' button. If you require further information, please contact Joe Galea on 0415 686 282.

📌 Customer Experience Manager (Sydney)
🏢 Acclaimed
📍 Sydney