Customer Experience Manager Join a premium automotive retail network delivering luxury experiences across NSW, VIC, and QLD, backed by world-class facilities and a passionate team.Lead and inspire a high-performing Customer Experience Team, driving exceptional service and sales outcomes—including Finance & Insurance (F&I)—in a dynamic, customer-first environment.Enjoy career growth, wellbeing perks, and exclusive benefits, including ongoing training, extra leave days, and discounts on vehicle purchases and rentals. About UsTrivett Automotive retail has divisions in New South Wales, Victoria and Queensland that cater for the sale and servicing of premium luxury and bespoke new and used vehicles. With a team of more than 1100 people across Australia we operate numerous Retail and Service Centres across the country.Through the professional expertise of their people, the quality of products offered and the contemporary world class facilities. The Retail business is focused on providing the ultimate customer experience every time and everywhere. About the roleIn this role, you'll help manage the in-store Customer Experience Team, ensuring a smooth and engaging sales journey. You'll support team motivation, uphold service standards, and assist the Retail Centre Manager in meeting performance goals, including Finance & Insurance (F&I). Key responsibilities:Customer Engagement & Sales: Deliver professional, customer-first experiences through product demonstrations, handling enquiries, and finalising sales including finance and insurance products.Sales Process Management: Accurately prepare contracts, ensure data integrity in Salesforce/DMS, and complete all required documentation.Team Support & Leadership: Lead, coach, and mentor Customer Experience Specialists, assist with onboarding, and foster a positive team culture.Customer Issue Resolution: Manage escalations and resolve complaints to maintain high satisfaction and reputation standards.Operational Excellence: Support peak-time activities like test drives and handovers, attend team meetings, and ensure HSE compliance.Policy & Compliance: Adhere to retail policies and procedures, ensure legal compliance, and correctly complete deal pack documentation. About youCustomer & Sales Expertise: Proven ability to deliver exceptional customer experiences in a retail environment, with strong product knowledge and confidence in handling sales processes.Finance & Insurance (F&I) Experience: Skilled in presenting and selling F&I products, supporting application processes, and ensuring compliance with relevant policies and procedures.Technology & Communication Skills: Proficient in Salesforce and digital platforms, with strong written and verbal communication and attention to detail.Leadership & Professionalism: Demonstrates accountability, professionalism, and the ability to lead, coach, and support team members while maintaining high standards and a positive team culture. Benefits: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!
