Senior Manager Customer Lifecycle

About Geely:

• Geely is a global leader in smart electric vehicles and automotive innovation.
• Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin.
• With $100B+ assets and 140,000+ employees worldwide.
• 30,000+ engineers & designers across China, Sweden, the UK, the U.S., and Germany.
• 4,000+ sales/service locations worldwide.
• Fortune Global 500 company for 13 consecutive years.
• Pioneering AI-driven automotive solutions with one of the largest cloud computing center powers(1.02 Exaflops/sec).
• Geely's Geespace launched 20 satellites to enable safe autonomous driving.
• World-class digitalisation and AI-driven manufacturing.

• Be part of the revolution—join Geely and shape the future of mobility

• Mission & Vision:
  A Sustainable Future, A Better World

• Core Value:
  Truth-seeking & practical, hardworking & enterprising, collaborative & innovative
• Culture:
  Achiever, Problem-Solving, Benchmarking, Compliance

About Your Team:

• The marketing team at Geely Auto Australia is responsible for shaping the Geely brand identity in Australia. We have ambitious goals of being memorable in a sea of sameness and making an impact in a cluttered, competitive and highly regulated market.
• Our main goal is to demonstrate to Australians that we are a brand that is committed to helping Australians experience innovative, accessible and inclusive mobility solutions. We work with a world class agency village, but are in charge of our own destiny and are agile in responding to changing market needs.
• You will have the opportunity to have your voice heard and work within a team that is collaborative. This role is an individual contributor within the Marketing Team.

Role Responsibilities

• As the
  Senior Manager Customer Lifecycle
  at
  Geely
  , you will 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.

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, align digital and physical 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 tools like 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.
• Work closely with the digital innovation team to enhance online touchpoints, including Geely's app, website, and connected car ecosystem.
• Collaborate with dealership networks to ensure consistent delivery of Geely's brand promise and customer-centric culture.

Customer Engagement & Growth Programs

• 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.
• Identify opportunities to 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 Vision: Clearly communicate the company's CX vision and its importance to all employees, ensuring alignment with business goals.
• Strategy Rollout: Develop materials (presentations, emails, videos) to share CX strategies and how they impact various departments.
• Education Programs: Organise training sessions, workshops, or webinars to educate employees on their role in customer journeys.
• CX Ambassadors: Identify and train internal CX champions across departments to act as advocates for customer-focused initiatives.
• Feedback Mechanisms: Establish channels (e.g., town halls, surveys) for employees to provide feedback on CX initiatives and improvements.

Team and Project Management

• This role reports to the marketing director, and looks after a couple of functions focused on customer-related matters and other areas where business needs, which could include brand research, website and tools, digital tools, e-commerce, social media, etc. depending on business needs. The composition and responsibilities may evolve over time in line with organisational priorities and business development.
• Undertake duties or contribute to projects that are related to the Company's business operations, including but not limited to providing leadership or support as reasonably required and consistent with the responsibilities of the role.

Preferred competencies:

• Bachelor's or above degree in Marketing, Communications, Business, or related field.
• 7+ years' experience in marketing, with a strong preference for automotive marketing.
• Automotive experience 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 who is confident working in a fast-paced, high-growth environment with a hands-on, solutions-first attitude
• 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:

• The primary workplace is based in Sydney at our newly renovated modern office with electric adjustable sit-stand desks.
• Only a 4 mins walk from Macquarie Park Metro station to our office, easy driving access via A3, Epping Rd, and M3 nearby.