Senior Customer Experience Strategist

4 days ago

Sydney, New South Wales, Australia Inchcape Full time
About the Role

We are seeking a highly skilled Senior Customer Experience Strategist to join our team at Inchcape. In this dynamic position, you will play a critical role in leading our Customer Experience Team and driving success by delivering an outstanding sales journey for retail customers.

Reporting into the Retail Centre Manager, your key responsibilities will include:

  • Leading and mentoring the Customer Experience Team to ensure performance expectations are met.
  • Providing comprehensive product knowledge and managing customer interactions to deliver a 'Customer First' experience.
  • Supporting the sales process, including contracts, finance, insurance products, and handling customer enquiries.
  • Resolving escalations, complaints, and managing customer details in Salesforce and DMS.
  • Assisting with onboarding and training new team members to contribute to a positive workplace culture.
Key Requirements

To be successful in this role, you will have:

  • 3+ years' experience in a customer-facing and sales role, with a minimum of 2 years' experience in leading a team.
  • Strong communication skills and a passion for delivering excellent customer experiences.
  • Ability to multitask, ensure high standards, and mentor team members to success.
  • Proficient in MS Office and confident using digital platforms.
  • Previous automotive industry experience and familiarity with Finance & Insurance products (desirable).
  • Experience using Salesforce (desirable).
  • Valid driver's license.
What We Offer

Inchcape offers a range of benefits to its employees, including:

  • Thorough and ongoing training to support you in all aspects of your role.
  • Career and development opportunities to drive your destiny with Inchcape.
  • A supportive team environment that fosters a positive and collaborative culture.
  • Additional days off, including an annual Wellbeing Leave Day and Volunteering Leave Day each year.
  • Access to our employee benefits program, including company car rental program and discounts on vehicle purchases.
Estimated Salary

$80,000 - $120,000 per annum, depending on experience.

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