Customer Experience Manager – DENZA

Vor 3 Tagen

City of Melbourne, Österreich Harmony New Energy Auto Services (WSP) PTY LTD Vollzeit

Harmony New Energy Auto Services (WSP) PTY LTD – Kew VIC Harmony Auto is an international dealership group specialising in the premium and luxury automotive sector.Since establishing a global strategic partnership with BYD in 2023, we have been responsible for the brand’s channel development and operations across multiple overseas markets. With the launch of DENZA in Victoria, we are now seeking passionate “Denza Partners” to join our team and be part of this exciting new chapter of growth and innovation. DENZA is a premium electric vehicle brand under BYD , setting new standards in design, technology, and customer experience.We are seeking an experienced Customer Experience Manager to lead and elevate the end-to-end customer journey across our DENZA showroom and ownership experience. About the Role As the Customer Experience Manager, you will be responsible for overseeing customer touchpoints from first enquiry through vehicle delivery and ongoing aftersales engagement. You will work closely with Sales, Service, and Operations teams to ensure a seamless, premium, and consistent customer experience. Key Responsibilities Manage and improve the end-to-end customer journey across sales and aftersales touchpoints Act as the escalation point for customer feedback, concerns, and complex cases Ensure showroom presentation, customer reception, and service standards align with DENZA brand expectations Develop and maintain customer experience processes, service standards, and internal guidelines Monitor customer satisfaction metrics and identify opportunities for improvement Collaborate with Sales, Service, and Delivery teams to ensure smooth handovers and follow-ups Support onboarding and training of front-line staff on customer experience standards Maintain accurate CRM records and reporting related to customer interactions About You Proven experience in customer experience, customer relationship management, or premium customer service roles Experience within automotive, luxury retail, hospitality, or high-end service environments is highly regarded Strong communication and stakeholder management skills Confident handling customer escalations in a calm, professional manner High attention to detail and a strong sense of brand presentation Comfortable working across teams in a fast-paced environment Experience using CRM systems and customer feedback tools Why Join DENZA Be part of a premium electric vehicle brand entering an exciting growth phase Work in a professional, brand-focused environment Opportunity to shape and define customer experience standards from the ground up Competitive salary package based on experience #J-18808-Ljbffr

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