About Us
With a national footprint throughout Australia, we are a leader in automotive. We are expanding our business and have an exciting opportunity for a dynamic and experienced Customer Experience Manager to join our team.

About the Role
This newly created role requires the expertise of managing a challenging call centre environment through a deep experience of technology, people, processes and compelling stakeholder management.

You are a customer champion for the retail business. You are responsible for delivering new leads into the business and continuous retention of the customer through their ownership journey, ensuring exceptional service standards. Working with both online and offline channels and their connected platforms, your role is to ensure long term business success through customer loyalty.

Your duties and responsibilities will include but are not limited to the following:

About You

• To be successful you will have the following
• Ensure business process and team actions are consistent with optimising business profitability
• Create an optimal customer journey through all direct channels, ensuring customer needs are met at the first point of enquiry
• Influence the evolution of customer practice in the automotive industry to become a market leader
• Create new technology benchmarks and improve standards and processes to deliver exceptional customer experience
• Meet financial budget expectations and provide insight for budget planning and forecasting
• Be proactive in looking for new opportunities to engage with the customer ensuring their experience is easy, enjoyable and effective
• Lead a large team by example to ensure performance and behavioural expectations are met

Essential requirements:

• Minimum 12 months experience in a similar role
• Salesforce experience (marketing and service cloud)
• Strong leadership capability and experience
• A NSW full drivers licence and a sound driving record
• Ability to positively bring about change through influence and negotiation

Desirable requirements:

• Experience working in a fast paced and high volume environment
• Previous experience in or exposure to the automotive industry
• Tertiary qualification in commerce, business or related studies

Why Us:
You will be joining a growing global company that offers a competitive remuneration package and employee incentives together with leadership training and career development opportunities. If you believe you meet the above criteria and this is the role for you, please apply today and take advantage of this rare opportunity on offer!

Should you require further information please contact Dimpy Mehta on 02 9615 5366 or email dimpy.mehta@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.