Customer Experience Manager

About Us

At Trivett Automotive Retail, we prioritize exceptional customer service and strive to be the most customer-centric automotive retailer. If you're passionate about sales, retail, or the automotive industry and eager to grow in a dynamic environment, we want you on our team! Joining Trivett means becoming part of Inchcape, a global company with over 1,400 employees across Australia and New Zealand, united by a mission to bring mobility to the world's communities for today and the future.

Explore more about Inchcape at www.inchcape.com.au and become part of our inspiring journey.

About the role

As an Online Customer Experience Manager, you will support our online Customer Experience Team in delivering an exceptional sales experience. You will play a key role in leading and motivating the team, managing expectations, and ensuring a flexible customer journey for our retail customers. In this role, you will assist in managing leads and sales opportunities, support the Retail Online Manager in achieving key targets, and contribute to long-term business success.

Reporting into the Retail Online Manager, your duties and responsibilities will include but are not limited to the following:

• Assist in managing the online customer experience, ensuring a professional and customer-first approach.
• Support the Retail Online Manager in driving F&I performance and compliance.
• Handle customer enquiries via phone, email, and web chat, while ensuring accurate sales data entry.
• Provide leadership by coaching and mentoring Customer Experience Specialists to meet performance expectations.
• Assist with onboarding new team members and fostering a positive team culture.
• Ensure adherence to business processes, including contract preparation and compliance with retail policies.
• Manage customer escalations and complaints to resolution..
   

Why join us?
Explore the range of benefits Inchcape offers its employees in recognition of their contribution to our success. A few are listed below, and you can visit our website to find out more.

• Thorough and ongoing training provided to support you in all aspects of your role.
• Career and development opportunities - providing you with a sense of purpose and direction, you drive your destiny with Inchcape.
• Supportive team environment - We foster a positive and supportive team culture and thrive on working well together.
• Enjoy more time doing that you love with additional days off including an annual Wellbeing Leave Day and annual Volunteering Leave Day each year.
• Access to our employee benefits program including company car rental program and discounts on vehicle purchases, plus many more!

About you

To be successful in the role, you will have:

• Minimum 3 years of experience in a customer-facing role within a direct selling environment.
• At least 2 years of experience in leading a team, directly or indirectly.
• Strong communication skills and the ability to build rapport with customers online.
• Experience in delivering excellent customer experiences and multitasking in a fast-paced environment.
• Proficient in MS Office and confident using digital platforms.
• Previous automotive industry experience and familiarity with Finance & Insurance products (desirable).
• Experience using Salesforce (desirable).

Apply now!
If you are passionate about delivering exceptional customer experiences and are ready to take the next step in your career, apply today!

Please note that only short-listed candidates will be contacted and added to our HRIS, People Hub (SAP Success Factors). We take this opportunity to thank you for your interest in working with us.