Drive the future of automotive with JETOUR Australia

JETOUR Motor Australia is part of a growing global automotive brand, committed to delivering innovative vehicles and exceptional customer experiences. As we continue to establish and grow our presence in the Australian market, we are focused on building a strong ownership experience that earns customer trust, strengthens dealer capability and drives long-term brand loyalty.

About the Role

The Customer Experience Manager will lead JETOUR Motor Australia's post-sale customer experience strategy and execution, shaping how customers interact with our brand throughout their ownership journey. From vehicle delivery and servicing to repairs, roadside assistance and complaint resolution, you will ensure customers receive consistent, transparent and empathetic support at every stage of ownership.

This role will establish and continuously improve our customer care framework, voice-of-customer programs, complaint management processes, dealer CX standards and customer satisfaction measurement. Working collaboratively across Service Operations, Technical, Warranty, Parts, Marketing, Network Development, Legal and our dealer network, you will identify opportunities for improvement, resolve systemic customer pain points and help build lasting customer confidence in the JETOUR brand. This is an opportunity to make a meaningful impact in a growing automotive business, with the scope to shape our customer experience function, establish best-practice processes and influence the future of our Australian customer ownership experience.

Key Responsibilities

Customer Experience Strategy & Journey Improvement





- Develop and execute the national post-sale customer experience strategy, roadmap and annual plan, aligned with JETOUR's brand promise, business priorities, vehicle launches and customer commitments.

- Map, evaluate and continuously improve the end-to-end customer ownership journey, including vehicle handover, onboarding, servicing, maintenance reminders, repair updates, roadside assistance and ongoing customer engagement.

- Identify opportunities to improve customer satisfaction, reduce friction across the ownership journey and strengthen customer retention and brand loyalty.

- Partner with cross-functional stakeholders to translate customer insights into measurable service improvements and business outcomes.

Customer Care & Complaint Management

- Establish and maintain customer care operating models, including contact channels, response standards, case ownership, escalation pathways, quality assurance and recordkeeping requirements.

- Own the customer complaint and escalation framework, ensuring cases are prioritised according to urgency, safety, customer vulnerability, legal risk, vehicle-off-road status and overall customer impact.

- Coordinate complex and sensitive customer cases across dealers, Technical, Warranty, Parts, Service Operations, Legal and executive stakeholders, ensuring transparent accountability, timely resolution and consistent communication.





- Ensure customer concerns are managed fairly, professionally and in accordance with applicable legislation, company policies and customer commitments.

- Oversee approved goodwill arrangements and customer remedies within delegated authority and established financial controls.

Dealer Standards & Network Capability

- Establish and continuously improve dealer customer experience standards covering vehicle handover, communication, consent, service booking, vehicle care, repair updates, complaint handling and post-service follow-up.

- Work closely with the dealer network to embed consistent customer service practices and improve the quality of customer interactions.

- Monitor dealer performance, identify service delivery gaps and partner with relevant stakeholders to implement corrective actions.

- Develop practical guidance, tools and training to strengthen dealer capability and promote a consistent customer experience nationally.

Voice of Customer, Insights & Reporting

- Own voice-of-customer programs and measurement frameworks, including Customer Satisfaction Index (CSI), Net Promoter Score (NPS), customer surveys, complaint trends, sentiment and contact metrics.

- Develop dashboards and management reports that provide visibility of customer experience performance, emerging risks and improvement opportunities.

- Analyse customer feedback, case data and dealer performance to identify recurring issues, underlying root causes and opportunities for preventative action.

- Present customer insights and recommendations to senior leadership, influencing decisions and driving meas

📌 CX Manager (Sydney)
🏢 JETOUR MOTOR AUSTRALIA
📍 Sydney