About BYD

BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.

As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.

About The Role

Based at BYD's Mulgrave office, the Network Customer Experience Manager will play a key role in driving customer experience excellence across BYD's dealer network. Working closely with internal stakeholders and dealer partners, this role is responsible for enhancing customer satisfaction, improving Sales NPS performance, and ensuring consistent delivery of BYD's customer experience standards. Key responsibilities include, but are not limited to:

Develop and execute strategies to continuously improve BYD's Sales NPS by leveraging customer feedback and data insights to identify pain points and drive measurable improvements. Map, diagnose, and redesign the end-to-end customer journey, covering all stages from lead generation, test drives, purchase and finance, vehicle delivery, and post-delivery follow-up, ensuring a seamless and satisfying experience at every touchpoint. Establish, document, and enforce customer experience SOPs across the dealer network, partnering with internal cross-functional teams (Sales, Training, Marketing, Aftersales, Network Development, and HQ) and external dealer partners to ensure full implementation and consistent compliance with BYD's showroom operating standards across all dealerships. Conduct regular site visits, mystery shopping assessments, and compliance audits to monitor service quality, identify gaps, and implement actionable improvement plans. Prepare and present regular reports to senior management on NPS performance, customer feedback trends, and progress against customer experience improvement roadmaps.

Key Requirements

Experience: Minimum 5 years of relevant customer service or customer experience management experience within the automotive industry - ideally gained from a dealership network or an automobile OEM. Analytical Mindset: Strong problem-solving skills with a keen eye for detail; ability to interpret customer data, identify root causes, and translate insights into actionable improvements. Project Management: Proven ability to manage multiple initiatives simultaneously, with a structured approach to planning, execution, and tracking. Strong cross-departmental communication and stakeholder management skills. Standards & Process Orientation: Experience in establishing service standards, documenting procedures, and driving compliance across distributed retail networks. Communication: Strong verbal and written communication skills, with excellent presentation and stakeholder management capabilities. Flexibility: Willingness to travel regularly to dealership sites across Australia for audits, training, and on-ground support.

If you believe you are a good fit for the role, please don't hesitate to click on APPLY and submit your updated resume.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.