Customer Experience Manager

3 weeks ago

Melbourne, Victoria, Australia Inchcape plc Full time
Our Story

At Inchcape, we are a global leader in automotive distribution and retail, representing some of the world's most iconic vehicle brands. Our commitment to excellence ensures that we deliver outstanding customer experiences and operational efficiency across our supply chain.

About the role

Reporting to the Retail Centre Manager and based at our Trivett Automotive Retail site in Essendon, the Customer Experience Manager plays a key role in delivering a seamless and engaging vehicle sales journey. You will be representing Subaru, as a trusted advisor, supporting customers both in-store and online from their first enquiry through to post-delivery follow-up.

In this role you will be responsible for assisting in the management of our in-store Customer Experience Team and for the delivery of an exceptional sales experience providing our retail customers a flexible customer journey. You will assist in leading and motivating the team and managing expectations for delivering an exceptional customer experience for long term business success. You will support the Retail Centre Manager in achieving targets and success including F&I.

Key Responsibilities
  • Acquires product knowledge and provides comprehensive product information throughout the product demonstration process
  • Sell finance and insurance products for our in-store team members after customer quotation, work with the Central F&I team to process applications as required
  • Fully explains the product benefits and features and establishes strong rapport with customers utilising interpersonal skills, asking clarifying questions, and anticipating customers actual needs
  • As required, assist with customer enquiries to answer questions about our vehicles, aftermarket products and financial services
  • Display the utmost professionalism when dealing with customers and deliver a 'Customer First' experience
About You

You are a customer-focused individual who thrives in a dynamic sales environment. You are passionate about cars, technology, and helping people find the perfect solution for their needs as well as lead a team. You will bring a balance of sales drive and genuine care, always aiming to deliver above expectations.

You will also bring:

  • Proven experience in a sales role is essential.
  • Accountable for work performed for self and the team and ensure work is completed to a high standard.
  • Previous experience with Finance & Insurance
  • The ability to multitask in a fast-paced environment.
  • Strong written and verbal communication skills
  • Proficiency in Microsoft Office and confidence using digital platforms.
  • Availability to work Saturdays (with a weekday off in lieu).

Where possible, our flexible work policy helps support you in achieving a genuine work-life balance

Thorough and ongoing training provided to support you in all aspects of your role.

Career and development opportunities – providing you with a sense of purpose and direction, you drive your destiny with Inchcape.

Supportive team environment – we foster a positive and supportive team culture and thrive on working well together.

Enjoy more time doing what you love with additional days off including an annual Wellbeing Leave Day and annual Volunteering Leave Day each year.

Recognition and Rewards – we recognise individual and team accomplishments.

Access to our employee benefits program including company car rental program and discounts on vehicle purchases, plus many more

For any technical support please email to


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