Senior Manager - Service Operations
GWM Australia & New Zealand
Date: 17 hours ago
City: Melbourne, Victoria
Contract type: Full time
Drive Your Career Forward with GWM!
Are you ready to join one of Australia's most innovative automotive manufacturers? Do you thrive in a fast-paced, dynamic environment where your contributions have a real impact? If so, we have an exciting opportunity for you!
About GWM
Located in Melbourne, VIC – GWM is the powerhouse behind the renowned Chinese automaker's local presence. We specialise in importing, distributing, and marketing a diverse range of vehicles, including petrol, hybrid, and cutting-edge electric models. Our lineup features the popular Haval SUVs, the robust Cannon Ute, the rugged Tank 4x4 SUV, and the innovative Ora EV.
With a commitment to excellence and customer satisfaction, GWM is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers.
Why Join Us?
This position is responsible for developing and leading the customer experience strategy across GWM. It ensures a seamless, engaging and value-driven journey across all touchpoints in the aftersales process to drive satisfaction, loyalty and advocacy. The role focuses on identifying opportunities, deploying best practices, and building the capability of the dealer network to achieve business objectives and enhance the brand's reputation in the market.
Key Responsibilities
Become a vital part of a dynamic team representing one of Australia’s fastest-growing automotive brands!
If you’re ready to embark on a rewarding journey with us, apply now and seize the opportunity to shape the future of the automotive industry with GWM!
Are you ready to join one of Australia's most innovative automotive manufacturers? Do you thrive in a fast-paced, dynamic environment where your contributions have a real impact? If so, we have an exciting opportunity for you!
About GWM
Located in Melbourne, VIC – GWM is the powerhouse behind the renowned Chinese automaker's local presence. We specialise in importing, distributing, and marketing a diverse range of vehicles, including petrol, hybrid, and cutting-edge electric models. Our lineup features the popular Haval SUVs, the robust Cannon Ute, the rugged Tank 4x4 SUV, and the innovative Ora EV.
With a commitment to excellence and customer satisfaction, GWM is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers.
Why Join Us?
- A healthy work/life balance with work-from-home days
- A purpose-driven culture that thrives on energy and collaboration
- Prioritisation of well-being with a dedicated mental health day
- Access to 24/7 counselling services for you and your family
- A fully maintained company vehicle
- Onsite car-parking
- Paid parental leave
This position is responsible for developing and leading the customer experience strategy across GWM. It ensures a seamless, engaging and value-driven journey across all touchpoints in the aftersales process to drive satisfaction, loyalty and advocacy. The role focuses on identifying opportunities, deploying best practices, and building the capability of the dealer network to achieve business objectives and enhance the brand's reputation in the market.
Key Responsibilities
- Drive initiatives to improve the end-to-end customer journey in Aftersales, focusing on satisfaction, retention, and loyalty.
- Oversee and provide strategic direction to the Contact Centre Manager/Technical department
- Analyse Technical and warranty processes to identify improvement opportunities associated with customer / dealer’s product concerns.
- Collaborate with the Head of Aftersales to design and implement service campaigns, technical programs, and promotional activities.
- Responsible for AASRA and MVIS framework management, compliance and record keeping.
- Oversee the Recall and Campaign management local and HO China requirements.
- Prepare and present regular reports on dealer network performance, highlighting successes, challenges, and recommendations.
- Build strong relationships with dealers, fostering trust and collaboration to achieve shared goals
- Work closely with internal departments, including Sales, Marketing, and Product Development, to ensure Aftersales initiatives align with broader business objectives.
- Lead and develop the Aftersales Development team, fostering a high-performance culture and ensuring alignment with company values.
- Bachelor’s degree in business, automotive engineering, or a related field.
- Minimum of 5 years’ experience in Aftersales or dealer development within the automotive industry.
- Experience working with dealer networks and implementing operational improvement initiatives.
- Strong knowledge of the Australian automotive market and regulatory environment.
- Strong understanding of Aftersales operations, including service, parts, and warranty
- Proven ability to analyse data, develop strategies, and implement improvement plans.
Become a vital part of a dynamic team representing one of Australia’s fastest-growing automotive brands!
If you’re ready to embark on a rewarding journey with us, apply now and seize the opportunity to shape the future of the automotive industry with GWM!
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