About the Chance

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 agile automotive organisation.

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.

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

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

To be considered for this role, you will ideally have:
Customer experience or customer relations leadership
Automotive industry exposure (dealer network, service, warranty or CRM)
Strong CRM capability (process, workflows, data quality and reporting)
Proven experience handling complex, high-pressure escalations
Strong stakeholder management and influencing skills

What’s on Offer
High-impact leadership role with real ownership and visibility
Influence customer experience strategy, systems and processes
Work closely with senior leaders and key automotive stakeholders
Modern office environment based in NSW
Prospect to drive measurable customer and dealer improvements

Only applicants with work rights in Australia will be eligible.

📌 Customer Experience Manager Sydney
🏢 Morgan Consulting
📍 Sydney