Customer Experience Manager | Premium Automotive

Customer Experience Manager

• Drive customer experience strategies that elevate every touchpoint across the showroom, service centre, and aftersales journey
• Coach and develop customer-facing teams — from sales consultants to service advisors — to deliver consistent, premium service
• Handle escalated complaints with professionalism, turning friction into long-term customer loyalty
• Leverage deep knowledge of vehicle models, trims, features, and ownership costs to support the team in addressing customer queries with confidence
• Guide customers through the full ownership lifecycle — from test drive and handover to servicing, warranty, and trade-in
• Analyse feedback and data to identify trends and implement improvements across the customer journey
• Own customer satisfaction and retention targets, regularly reviewing performance and driving action plans to continuously raise the bar
• Ensure compliance with brand standards and dealership retail guidelines through regular audits

• Degree with 5–8 years in customer experience, automotive retail, or aftersales management
• 2–3 years in a leadership role within a dealership or automotive group
• Proven track record in complaint resolution, service recovery, and customer retention
• Strong product knowledge across vehicle lines — models, powertrains, technology features, and service intervals
• Familiar with dealership operations including workshop flow, parts, and service scheduling
• Experience in a premium or luxury automotive brand environment is a strong advantage
• Valid Class 3 driving licence
• Data-driven, process-oriented, and passionate about continuous improvement
• A natural people leader with excellent communication and coaching skills
• Passionate about cars and committed to delivering a world-class ownership experience