Customer Engagement Manager

About ZEEKR

ZEEKR is a premium electric vehicle brand under the Geely Group, dedicated to pioneering innovation in smart, sustainable mobility. As part of Geely's ecosystem, ZEEKR embodies cutting-edge design, advanced technology, and user-centric electric mobility experiences.

About Geely:

• A global leader in smart electric vehicles and automotive innovation.
• Owns iconic brands including Geely Auto, ZEEKR, Volvo, Polestar, Lotus, and holds a 17% stake in Aston Martin.
• Boasts $100B+ in assets and employs 140,000+ people worldwide.
• Employs over 30,000 engineers and designers across R&D centers in China, Sweden, the UK, the U.S., and Germany.
• Operates 4,000+ sales and service locations globally.
• Recognized as a Fortune Global 500 company for 13 consecutive years.
• Drives AI-powered automotive solutions supported by one of the industry's largest cloud computing capacities (1.02 Exaflops/sec).
• Through Geespace, has launched 20 satellites to enhance safe autonomous driving capabilities.
• Employs world-class digitalisation and AI-driven manufacturing processes.

About Your Team:

• The Marketing Team at ZEEKR Australia is dedicated to establishing a bold and premium brand presence for ZEEKR in the Australian electric vehicle market. Our mission is to introduce Australian consumers to ZEEKR's innovative, high-tech, and sustainable electric mobility solutions in a highly competitive and regulated environment.
• In this role, you'll have the opportunity to contribute directly to ZEEKR's growth story in Australia while being part of a global movement toward smarter and cleaner transportation. This is an individual contributor role within the ZEEKR Marketing Team.

Join us in accelerating the transition to premium electric mobility—and help shape what's next.

Role Responsibilities

• As the
  Marketing Manager - Customer Engagement
  at ZEEKR, you will be responsible for designing and implementing seamless, innovative, and personalized end-to-end customer experiences across all touchpoints, reflecting ZEEKR's commitment to cutting-edge mobility, technology, and sustainability. This role requires a strong understanding of customer behaviour, digital platforms, and automotive industry trends. You will optimize the customer journey by integrating digital solutions, analysing feedback and data, and collaborating cross-functionally to enhance satisfaction, drive loyalty, and maximize customer lifetime value. Through data-informed strategies and omnichannel engagement, you will help strengthen ZEEKR's leadership in automotive customer experience innovation.

Key Responsibilities

• Plan and optimize the end-to-end customer lifecycle, from pre-sales interactions to vehicle purchase and after-sales and identify opportunities for improvement.
• Ensure consistency between physical dealership experiences and digital touchpoints and coordinate digital and physical touchpoints to provide a seamless omnichannel journey.
• Integrate innovative mobility and digital solutions into the customer experience.
• Analyze customer feedback, surveys, and data to develop trends, growth, and retention strategies.
• Utilize tools such as CRM, CX platforms, and analytics software to track and measure customer experience KPIs (e.g., NPS, CSS, DSS).
• Maintain homepage, model pages, campaign landing pages, test drive booking pages with monthly content calendar.
• Collaborate with marketing and market research teams to gain deeper customer insights.
• Work with marketing, sales, product, and after-sales teams to jointly advance customer-centric initiatives.
• Design and lead new customer onboarding, loyalty, and retention programs that reflect ZEEKR's emphasis on innovation and sustainability.
• Create relevant materials (presentations, emails, videos) to share the customer experience strategy and its impact on various departments.
• Drive customer acquisition, upselling, and cross-selling opportunities to maximize customer lifetime value.
• Lead initiatives to enhance the after-sales experience, including proactive maintenance reminders and connected car solutions.
• Stay informed about industry trends and competitor strategies to ensure ZEEKR maintains a competitive edge.

Qualifications & requirements:

• Bachelor's or above degree in Marketing, Communications, Business, or related field.
• 3-5 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