Customer Experience

5 days ago

Crows Nest, New South Wales, Australia JAX Tyres & Auto Full time $80,000 - $120,000 per year

At JAX Tyre & Auto, we're passionate about delivering more than just tyres and auto services – we're committed to creating outstanding experiences for our customers every step of the way.

We're looking for a Customer Experience & Communications Manager to join our Head Office team and play a key role in shaping how customers connect with JAX.

In this exciting role, you'll

  • Manage and deliver Customer Experience (CX) initiatives that bring the JAX Strategy to life.
  • Conform engaging and consistent communications across multiple platforms.
  • Continuously monitor and optimise customer touchpoints to ensure a seamless journey – from first interaction through to post-purchase support.

If you're driven by customer success, love crafting clear and impactful communications, and want to make a real difference in how a brand is experienced, this is your opportunity to set new benchmarks in customer experience within our industry.

Responsibilities

Customer Experience Strategy

  • Collaborate with the Executive Manager – Marketing, Growth & Customer , CFOO, and CEO to provide insights, data, and trends that shape the CX strategy.
  • Develop, implement, and measure CX operational plans to support delivery of the JAX CX Strategy.
  • Design and roll out impactful CX initiatives and programs to achieve short- and medium-term business goals.

Customer Service Experience

  • Create and deliver CX resources, including templates, training materials, and content.
  • Develop training material for inductions, network meetings, and franchisees

Communications

  • Develop and execute the Communications Strategy across multiple channels in the organisation.
  • Implement and evolve a corporate communications framework, protocols, and guidelines.
  • Manage and develop internal communications, LinkedIn presence, and media releases with support from the Brand & Social Specialist.

Reporting

  • Provide cyclical and ad hoc reports, data analysis, and insights on CX performance and priorities.
  • Deliver communications, reporting, and insights to inform strategic decision-making.

Leadership

  • Inspire, coach, and grow the team to hit goals and exceed performance targets.
  • Empower others through smart delegation and ownership of outcomes.
  • Drive accountability with clear measures and best-practice performance management.
  • Bring vision, clarity, and purpose to stakeholders by cutting through obstacles and delivering results.
About You
  • Tertiary qualifications in Communications with proven experience in customer or corporate communications.
  • Strong background in customer experience and engagement, delivering measurable results.
  • Skilled in CX platforms and leveraging feedback to drive improvement.
  • Solid understanding of Net Promoter Score (NPS) and strategies to boost it.
  • Experienced leader who drives performance and outcomes.
  • Background in communications or public relations, with a professional and impactful approach.
What we offer
  • A supportive and collaborative team environment
  • Recognition and rewards for your contributions
  • True contribution to driving positive company and industry changes
  • Close to public transport
  • Working arrangements 4:1 (Office: WFH)
About us

JAX Tyres & Autois one of Australia's leading tyre and auto service providers, with over 90 stores nationwide. We pride ourselves on delivering exceptional customer experiences and high-quality automotive solutions. Our team is diverse, experienced, and dynamic, and we are committed to fostering an inclusive workplace where everyone can thrive.

If you're ready to join a trusted, growing team and take your career to the next level, apply now to become part of the JAX family.

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