Senior Manager Customer Lifecycle

Geely Auto Australia is seeking a Senior Manager Customer Lifecycle to design and implement seamless, innovative, and personalized customer experiences across all touchpoints, reflecting Geely's commitment to mobility, technology, and sustainability. This role requires a deep understanding of customer behavior, digital transformation, and automotive industry trends. You will lead initiatives that enhance customer satisfaction, loyalty, and advocacy, ensuring Geely remains at the forefront of the automotive customer experience.

About Your Team

• The marketing team at Geely Auto Australia shapes the Geely brand identity in Australia. We aim to be memorable in a competitive, regulated market, and to demonstrate that we offer innovative, accessible and inclusive mobility solutions.
• We work with a world‑class agency village, but are agile and in charge of our own destiny in responding to changing market needs.
• You will have the opportunity to contribute and work within a collaborative team. This role is an individual contributor within the Marketing Team.

Role Responsibilities

• As the Senior Manager Customer Lifecycle at Geely, design and implement seamless, innovative, and personalized customer experiences across all touchpoints, reflecting Geely's commitment to mobility, technology, and sustainability. Lead initiatives to enhance customer satisfaction, loyalty, and advocacy, and ensure the company remains at the forefront of the automotive customer experience.

Key responsibilities

Customer Lifecycle Strategy & Journey Design

• Map and optimise the end-to-end customer lifecycle from pre-sale engagement to ownership and aftersales, identifying opportunities for improvement.
• Drive innovation by integrating cutting-edge technology, such as smart mobility solutions and digital platforms, into the customer journey.
• Ensure alignment between physical dealership experiences and digital touchpoints to deliver a seamless omni-channel journey.
• Integrate innovative mobility and digital solutions into customer experiences.

Customer Insights and Data Analytics

• Analyse customer feedback, surveys, and data to inform trends, growth, and retention strategies.
• Utilise CRM, CX platforms, and analytics software to track and measure customer experience KPIs (e.g., NPS, CSS, DSS).
• Collaborate with marketing and market research teams to gain deeper customer insights.

Cross Functional Collaboration & Partner Management

• Work with marketing, sales, product, and aftersales teams to align on customer-centric initiatives.
• Collaborate with the digital innovation team to enhance online touchpoints, including Geely's app, website, and connected car ecosystem.
• Partner with dealership networks to ensure consistent delivery of Geely's brand promise and customer-centric culture.
• Design and lead onboarding, loyalty and retention programs that reflect Geely's focus on innovation and sustainability.
• Drive customer acquisition, upsell, and cross-sell opportunities to maximise lifetime value. Lead initiatives to enhance aftersales experiences, including proactive maintenance reminders and connected vehicle solutions.

Innovation and Digital Tools

• Identify opportunities to leverage technology (e.g., AI, VR, AR) to enhance the automotive shopping and ownership experience.
• Leverage Geely's advancements in smart vehicles, EVs, and autonomous driving to enhance customer experiences.
• Stay updated on industry trends and competitor strategies to ensure Geely maintains a competitive edge.

Internal Engagement

• Articulate the CX vision and its importance to all employees, ensuring alignment with business goals.
• Develop materials (presentations, emails, videos) to share CX strategies and their impact across departments.
• Organise training sessions, workshops, or webinars to educate employees on their role in customer journeys.
• Identify and train internal CX champions across departments to act as advocates for customer-focused initiatives.
• Establish channels for employees to provide feedback on CX initiatives and improvements.

Team and Project Management

• This role reports to the Marketing Director and may oversee a few functions focused on customer-related matters and other areas where needed, such as brand research, website/tools, digital tools, e-commerce, and social media. Responsibilities may evolve with organisational priorities.
• Undertake duties or contribute to projects related to the Company's business operations, including leadership or support as reasonably required.
• Bachelor's degree in Marketing, Communications, Business, or related field.
• 7+ years of experience in marketing, with a strong preference for automotive marketing.
• Automotive experience is highly regarded.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in CRM platforms, CX tools, and data analytics software.
• Familiarity with automotive dealership operations is a plus.
• Team player with a hands-on, solutions-first attitude in a fast-paced, high-growth environment.
• Customer-focused mindset with a passion for delivering exceptional experiences.
• Innovative thinker with a proactive approach to problem-solving.
• Some travel may be required to visit dealerships and events.

Office & Transport

• Primary workplace is in Sydney at a newly renovated office with electric sit-stand desks.
• Commute accessible from Macquarie Park Metro station; easy driving access via nearby roads.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, Marketing, and Strategy/Planning

Industries

• Retail Motor Vehicles and Wholesale Motor Vehicles and Parts

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