AddressOur client is a groundbreaking luxury performance vehicle brand with an unwavering commitment to their valued customers. With the imminent launch of exciting new products, continued growth and success is assured. As such, they are seeking to appoint a talented and driven leader who is deeply passionate about delivering exceptional customer service and experiences to lead the Customer Care team.
In this position you will manage Customer Care in conjunction with key stakeholders locally and interstate. You will primarily be responsible for customer service performance, driving team excellence, the development of customer loyalty programs, and spearheading new initiatives aimed at enriching every aspect of the customer journey.
About the role
- Leadership of the Customer Care team as well as developing a robust framework for managing Customer Care operations.
- Lead strategies to achieve Customer Care goals
- Drive cross-functional efforts, coordinating with leadership to define action plans
- Lead, coach, and train Service Partners and Customer Care Agents
- Manage and prioritise the local Customer Care budget,
- Support 3rd party Roadside Assistance and Financial Services providers
- Improve overall customer interaction and increase NPS scores.
About you
- Solid understanding of Australian Consumer Law (ACL) in relation to the automotive industry.
- Minimum 5 years management and leadership experience in a Customer Care environment. "Start-up" experience would also be highly regarded.
- Ability to deliver training programs enhancing team competence and skills sets.
- Strong understanding of shopping and ownership journeys in the luxury goods sector.
- An understanding and passion for the automotive industry.
- Ability to adapt to new ways of working and a curious mindset always looking for ways to improve current processes and practices.
- Strong stakeholder and program management, analytical thinking and conflict resolution skills.
- Degree qualified, global and e-commerce experience would all be highly regarded.
- Ability to travel interstate up to twice per month.
For further information please call Rachael Marsic on 0414 285 *** or submit your CV clearly demonstrating your achievements and suitability for the position.
