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 Apply Now 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. Apply today and help us deliver an unmatched car ownership experience at Cars24 Sydney .
