Customer Relations Manager

Why Join 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.

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

• Core Value: Truth-seeking & practical, hardworking & enterprising, collaborative & innovative

• Culture: Achiever, Problem-Solving, Benchmarking, Compliance

Why This Role:

Geely Australia are seeking an experienced, motivated and driven Customer Relations Manager with automotive exposure and a passion for delivering premium customer experiences and expertise in leadership, contact centre management, customer escalations, outbound customer engagement & stakeholder management.

As the Customer Relations Manager at Geely Australia, you will lead and mentor the Customer Relations team ensuring the delivery of premium customer experiences, alignment to regulatory requirements, manufacturer standards whilst ensuring performance expectations are met.

Key responsibilities:

• Manage, lead and oversee the Customer Relations Department with the establishment of case management platforms, procedures, policies and ensuring alignment to the manufacturers strategic direction and standards.

• Manage, develop & implement customer strategic initiatives to achieve the brand customer experience standards & contact centre targets whilst providing team leadership and remaining within budgetary targets.

• Manage client relationships and ensure customer satisfaction. Respond, action and resolve customer enquiries or complaints in a timely, accurate and premium manner

• Develop targeted strategies and processes to drive customer communication opportunities linking outbound interactions to sales offers, seasonal campaigns, dealer marketing events to drive business growth opportunitiesProvide assistance to and liaise with dealer partners, key stakeholders and Geely Auto Australia team members ensuring expedited resolutions of complaints.

• Management of customer case records in accordance with policies, procedures and guidelines.

• Cultivate a customer centric and focused team culture whilst seeking improvement opportunities through ongoing monitoring & analysis of performance metrics. Provide feedback and improvement recommendations to key stakeholders in support of the customer satisfaction and customer retention objectives.

• Provide detailed analysis and reporting of all customer experience related opportunities, costs, programs and business measures to ensure financial, product or operational risks are mitigated.

• Lead the customer relations team to grow customer and dealer reputational excellence.

Job Requirements:

• Minimum of 5 years Customer Service Call Centre Management working experience or similar with Automotive experience desirable

• Leadership and/or Management Experience

• Strategic Business Growth Projects Experience

• Strong communication, influencing and negotiation skills with a passion for the delivery of premium customer experiences

• Competence and experience with customer case management and associated IT platforms

• In-depth understanding of the Consumer Guarantee and the Privacy Act

• Team player with a collaborative and proactive approach to problem-solving

• Strong multitasking, time management/planning and organising skills to meet deadlines

• Proficiency with MS Office and confidence across digital platforms.