Customer Relations Manager (Automotive)

About GeelyGeely is a global leader in smart electric vehicles and automotive innovation.Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin.With $100B+ assets and 140,000+ employees worldwide.30,000+ engineers & designers across China, Sweden, the UK, the U.S., and Germany.4,000+ sales and service locations worldwide.Fortune Global 500 company for 13 consecutive years.Pioneering AI-driven automotive solutions with one of the largest cloud computing centres (1.02 Exaflops/sec).Geespace has launched 20 satellites to support safer autonomous driving.World-class digitalisation and AI-driven manufacturing.Mission & Vision: A Sustainable Future, A Better WorldCore Values: Truth-seeking & Practical, Hardworking & Enterprising, Collaborative & InnovativeCulture: Achiever, Problem-Solving, Benchmarking, Compliance

Role OverviewWe are seeking an experienced and strategic Customer Relations Manager to lead our automotive customer service and case management operations. In this leadership role, you will champion customer loyalty, optimize CRM workflows and oversee the execution of end-to-end case management. You will act as the key liaison between our brand, dealer networks and executive leadership to ensure a premium, scalable service experience.
Key Responsibilities
Strategic Case Management & LeadershipLead, mentor and scale the customer relations team, handling escalated cases and ensuring complex issues are resolved with empathy care, and defined conflict-resolution standards.Oversee end-to-end case management operations, ensuring team KPIs (first contact resolution, handling time, etc) are consistently met or exceeded.Establish department standards and protocols for high-pressure situations, ensuring a premium, consistent customer experience across all digital and voice channels.
Cross-Functional & Dealer Network StrategyCollaborate with internal stakeholders (Warranty, Technical, Sales, Marketing) to drive customer-first initiatives and exceed brand expectations.Partner with dealer service and sales management to align on escalations, process adherence and documentation requirements.Develop and deliver dealer communication programs and training modules to guarantee a consistent and premium customer journey.
CRM, Data Quality & Continuous ImprovementSpearhead continuous improvement initiatives for CRM workflows, digital systems and service capabilities to optimise operational excellence.Ensure strict adherence to privacy and data compliance regulations across all customer records.Develop, implement, and refine overarching customer service policies, standard operating procedures (SOPs) and efficiency improvements.
Reporting, Insights & ComplianceAnalyse CRM data and case volumes to deliver regular, actionable reports and root-cause analysis insights to senior leadership.Direct collaboration with the Legal team to document, prepare, and resolve regulatory compliance cases (e.g., ACCC, Fair Trading).
Campaign Support & Future ScalabilityWhere required, be involved in or direct the strategic execution of outbound campaigns, including product recalls and service programs.Oversee third party relationships, managing external partner onboarding, quality monitoring, and service scaling initiatives.
Job RequirementsExperience: 5+ years of progressive experience in customer relations, with at least 3 years in a senior or management capacity (preferably within the automotive industry).Leadership: Proven ability to lead, mentor and build high-performing teams, particularly during high-pressure or crisis situations.Automotive Passion: Strong affinity for the automotive industry with a deep understanding of dealership networks and vehicle service operations.Communication: Exceptional verbal and written communication skills; ability to negotiate and influence across all levels of the business.Technical Acumen: High proficiency in CRM platforms, MS Office Suite (Advanced Excel preferred) and digital service channels.Analytical Thinking: Detail-oriented with the ability to translate data trends into strategic business solutions.Qualifications: Relevant degree in Business Administration, Communications or a related discipline is highly desirable.
Office, Transport & OthersNewly renovated modern office with electric adjustable sit-stand desks.Only a 4-minute walk from Macquarie Park Metro station to our office, with easy driving access via A3, Epping Rd, and M2 nearby.