National Customer Experience and Capability Manager

Date: 27-Dec-2020

Location: NSW

Company: VGA

The Company

Volkswagen Group Australia is one of the world's leading automobile manufacturers, employing more than 600,000 people all around the world and selling its vehicles in more than 150 countries. Volkswagen Group Australia (VGA) is part of this success story. The wholly-owned subsidiary has its National Sales Centre based in Sydney home to some of Australia's most recognisable brands such as Volkswagen, Audi, Porsche, Lamborghini, Skoda and many more.

The Role

Volkswagen is currently looking for a National Customer Experience and Capability Manager to oversee the strategic and operational functions of the Academy, Product and Sales Experience, Customer Experience Coaches and Project teams. Reporting into the Director of Customer Experience, and being strategic in nature, this role aligns these functions to the overall Customer Experience strategies. This role will be accountable for implementing Customer First initiatives that support the VGA People and Cultural Change strategy.

This role will deal extensively with Customer Satisfaction and Loyalty strategy, CSS, Academy Strategy and Relationship Management, lead cross-brand initiatives, manage LMS and projects, and work on Customer First initiatives for continuous improvement.

Selection Criteria

To qualify for this role, you will ideally possess:

  • a Bachelor's degree in Business/Finance or equivalent;
  • Excellent stakeholder management skills at all levels;
  • In-depth knowledge of dealership operations;
  • High level of business/commercial acument;
  • Strong strategic mindset with experience of developing and executing strategic plans into operations based on customer and commercial knowledge/insight;
  • Strong advisory and leadership skills;
  • High influencing skills with the ability to communicate effectively at all levels;
  • Presentation excellence across all audience types;
  • Effective Project Management capabilities;
  • Self-motivated, adaptable, and delivery focused; and
  • Proven commercial change management experience.
Why Volkswagen?

Working at Volkswagen not only provides tremendous opportunities for growth, personal development, and career opportunities, we also champion a workplace culture that thrives on passion, collaboration, efficiency, mindfulness, authenticity, and innovation. The benefits are what we like to call V-mazing – flex work, attractive lease-car rates for you and your family, generous paid parental leave, purchased annual leave scheme, life and salary continuance insurance, subsidised onsite café, and discretionary annual performance bonuses – to name a few!

Volkswagen is an equal employment opportunity employer. We encourage applications from all diverse backgrounds.

To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.

If this sounds like the role for you to drive your career to great heights with a world-class organisation, APPLY NOW!! We are interviewing candidates for an immediate start!