Customer Experience Manager
3 weeks ago
OTE $90K–$120K | Exceptional Benefits and Annual Bonus | Career Growth in Australia's #1 Online Car Dealership
About Us
Cars24 is Australia's largest online used car retailer — and we're redefining the car-buying experience. From search to sale, financing to delivery, we make it seamless, digital, and customer-first.
At our brand-new, state-of-the-art facility in Villawood, we're looking for a Customer Experience Manager who can ensure every customer journey is smooth, structured, and exceptional — even when things don't go to plan.
The Role & What You'll Do
You'll be the bridge between our sales and refurbishment teams, making sure vehicles are prepared and delivered on time while keeping customers informed and satisfied. Your role will be part operations, part relationship management, and part problem-solving — with a heavy dose of empathy.
Key responsibilities:
- Oversee the end-to-end delivery process for sold vehicles
- Coordinate between sales, operations, and refurbishment teams to meet agreed timelines
- Handle escalations and resolve difficult customer situations with tact and speed
- Maintain a structured delivery process as the business scales, ensuring consistency across teams
- Monitor and report on delivery performance metrics, identifying improvement opportunities
- Mentor and guide a small team to deliver exceptional service outcomes
- Ensure all communications with customers are professional, transparent, and timely
What You'll Need
- 3+ years' experience in a customer experience, delivery operations, or similar role
- At least 2 years managing a team of 2–3 or more direct reports
- Proven ability to resolve escalations and manage high-stakes customer interactions
- Strong organisational skills and ability to work cross-functionally with multiple teams
- High emotional intelligence and ability to stay calm under pressure
- Proficiency with CRM and digital communication tools
- Full Australian driver's licence
- Willingness to undergo a police and background check
Pay & Perks
- OTE $90K–$120K (base + annual performance bonus and yearly appraisals)
- $60/month phone allowance
- $500 annual wellness bonus
- Monthly and quarterly company events and celebrations
- Work in a brand-new Villawood facility with cutting-edge tech and systems
- Career progression opportunities in a high-growth environment
- Supportive, collaborative team culture
Apply Now
If you're a proactive leader who thrives on delivering great customer outcomes, can navigate complex situations with empathy, and want to play a pivotal role in a fast-scaling automotive business — we want to hear from you.
Apply today and help us deliver an unmatched car ownership experience at Cars24 Sydney.
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