Customer Experience Manager

1 week ago

Sydney, New South Wales, Australia Cars24 Full time

**Customer Experience Manager - Cars24 (Villawood, NSW)**:
OTE $90K-$120K | Exceptional Benefits and Annual Bonus | Career Growth in Australia's #1 Online Car Dealership

**About Us**:
**Cars24** is Australia's largest online used car retailer — and we're redefining the car-buying experience. From search to sale, financing to delivery, we make it seamless, digital, and customer-first.

At our **brand-new, state-of-the-art facility in Villawood**, we're looking for a **Customer Experience Manager** who can ensure every customer journey is smooth, structured, and exceptional — even when things don't go to plan.

**? The Role & What You'll Do**:
You'll be the bridge between our **sales and refurbishment teams**, making sure vehicles are prepared and delivered on time while keeping customers informed and satisfied. Your role will be part operations, part relationship management, and part problem-solving — with a heavy dose of empathy.

**Key responsibilities**:

- Oversee the end-to-end delivery process for sold vehicles
- Coordinate between sales, operations, and refurbishment teams to meet agreed timelines
- Handle escalations and resolve difficult customer situations with tact and speed
- Maintain a structured delivery process as the business scales, ensuring consistency across teams
- Monitor and report on delivery performance metrics, identifying improvement opportunities
- Mentor and guide a small team to deliver exceptional service outcomes
- Ensure all communications with customers are professional, transparent, and timely

**Requirements**:
** What You'll Need**:

- 3+ years' experience in a customer experience, delivery operations, or similar role
- At least 2 years managing a team of 2-3 or more direct reports
- Proven ability to resolve escalations and manage high-stakes customer interactions
- Strong organisational skills and ability to work cross-functionally with multiple teams
- High emotional intelligence and ability to stay calm under pressure
- Proficiency with CRM and digital communication tools
- Full Australian driver's licence
- Willingness to undergo a police and background check

**Benefits**

**Pay & Perks**:

- **OTE $90K-$120K** (base + annual performance bonus and yearly appraisals)
- $60/month phone allowance
- $500 annual wellness bonus
- Monthly and quarterly company events and celebrations
- Work in a brand-new Villawood facility with cutting-edge tech and systems
- Career progression opportunities in a high-growth environment
- Supportive, collaborative team culture

If you're a proactive leader who thrives on delivering great customer outcomes, can navigate complex situations with empathy, and want to play a pivotal role in a fast-scaling automotive business — we want to hear from you.

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