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Marketing Manager - Customer Experience

Marketing Managers
Permanent Full Time
32 days ago

At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with in house RTO’s, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we’re Made for More.



Benefits of joining the Marketing & CX Team

We work together with leaders across the business who encourage a culture of ownership, mentoring and comradery. We are provided the opportunity to work on interesting and challenging projects every day. Our team is encouraged to vocalise ideas and make our work our own to create a real impact. This keeps us energized and ensures we feel supported in our work.



We live up to our standard as market leaders. We are bold enough to continuously challenge the status quo because we want to be better every day. We are devoted to our customers and hold their best interests at heart. Our team enjoys creating and adapting to keep driving our company and our team forward.



About the role

The Customer Experience Manager will lead the development and execution of our CX strategic roadmap. This is a fantastic opportunity to work across the entire customer lifecycle and drive projects that directly impact customers. To succeed in the role, you will bring your strategic mindset, strong project management skills, and a collaborative engagement style.

Reporting to the Head of Marketing & Customer Experience, and based in Tomago, you will lead a small team of specialists focussed on delivering customer focussed outcomes, and measuring the impact of these

Key Responsibilities

  • Act as the voice of the customer, examining needs, desires and opportunities to improve CX
  • Responsible for developing and driving the customer experience strategy and outcomes across the dealership.
  • Utilise customer journey mapping and other techniques to support product design, development and iteration activities for products and services.
  • Working alongside key stakeholders to define business and customer needs and success measures.
  • Understand the metrics that matter from the business and customer’s perspectives; solving problems to continuously improve outcomes delivered
  • Delivering on customer adoption, usage, growth and retention targets
  • Engage with the dealer network to review customer performance metrics and provide support and coaching to improve CX gaps
  • Analyse the performance of CX in both Sales and Aftersales
  • Design and implement successful dealer recognition programs, to support and drive an exceptional customer experience
  • Design of customer support programs and tools, working with delivery teams across the business.

Skills & Experience - Essential

  • Tertiary qualifications in Marketing or similar experience.
  • A proven track record working with customer experience programs including journey mapping with the ability to translate organizational strategy into work streams and measures to deliver.
  • Experience in driving large projects from concept to implementation using strong communication and presentation skills.
  • Influential business partner, with strong communication and presentation skills
  • Ability to lead, drive, coach and mentor a team of specialised individuals.
  • Deep understanding of the customer journey
  • Project management
  • Well-developed stakeholder management skills.
  • Outstanding organisational, communication and negotiating skills to present information and communicate expectations in an environment with competing requirements/workloads
  • Leader with a growth mindset.



To be considered for this position you must:



  • Be obsessed with delivery great outcomes for our customers.
  • Passionate about improving EX to deliver on CX.
  • Be a confident communicator and enjoy dealing with a diverse and wide range of stakeholders.
  • Have excellent organisation skills and ability to prioritise and manage own time.




  • Competitive salary and benefits scheme
  • Company funded income protection
  • Flexible work arrangements
  • Purchased leave
  • Discounted private health plan
  • Fitness passport
  • On-boarding and welcome day at our head office in Newcastle



Apply Now



If you believe you have the skills and experience to succeed in this role, please submit your cover letter and resume for consideration via the link.

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.

At WesTrac, our primary focus is our people. As we look to the future, we’re focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.

Salary Details*
Salary Type Normal Wages
Base Salary $0
Superannuation 9.5%
Bonus offered No
Total Package $0
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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