"There are qualities which lead to success. Courage, perseverance, the ability to dream and to preserve." – Soichiro Honda At Honda Australia, our curiosity about human beings drives us to create products that deliver joy to people's lives. It is our continual pursuit of dreams, inspiring philosophy, and commitment to customers that establish the spirit of Honda. As a company built on dreams, our associates are passionate and inquisitive, and dedicated to putting the customer at the center of everything it is we do. We produce some of Australia's most recognised cars and are backed by a huge global footprint - there really is no company like us.
About the Role Reporting to the General Manager – Customer Experience (GM CX), the Executive Manager – Customer Experience (EM CX) is a pivotal role in ensuring the successful functioning of the Customer Experience Division. The EM-CX is the second in charge to the GM – CX, providing leadership and strategic advice across the division, with a focus on achieving Honda's customer objectives and thereby making a major contribution to the organisation's revenue, profit and sales objectives. In addition, this role is responsible for leading the formulation and implementation of plans and policies that will ensure the desired Honda Customer Experience strategy is realised across Honda, positively impacting customer retention.
This is a 12 month fixed term opportunity! How you'll make an impact To be successful in this role and hit the ground running, you will have relevant skills and experience to positively contribute to the following:
Customer Strategy Lead the integration of the Honda customer experience strategy to increase customer retention (Active customers) for the Honda Brand. Embed a customer-centric culture, supporting processes and initiatives to ensure that Honda's customer experience goals and objectives are achieved. Communicate strategies, initiatives and action plans to key stakeholders to instil advocacy and a shared vision. Monitor customer experience metrics (NPS) and ensure this information is used to enhance or improve the CX across the Honda Network. Work collaboratively and cohesively with the brand, digital, PR and communications department, product planning to support the delivery of the desired customer experience throughout the business retail network. Lead the delivery of best practice customer experience through our network through training and analytics across available platforms to strengthen Honda brand perception, increase service levels and positively engage stakeholders. Provide a friction-less digital presence to simplify our customer interactions. Stakeholder Management Work closely and collaboratively with other Divisional/Department heads to understand/apply best practice to Honda Australia operations – nationally, state by state & across Honda Centres. Work closely with business partners to explore how best to meet Customer requirements and closely collaborate to achieve and implement solutions. Keep stakeholders informed of plans and initiatives that the department will deliver. Ensure the business has complete confidence in the Customer experience team and their ability to deliver a professional and flawless experience (lead by example in the delivery of the CX). Ensure stakeholders can rely on timely delivery of desired measures to allow for efficient and accurate operational responses. Strategic Leadership Work very closely with the Board of Directors and Senior Leadership Team (SLT) to ensure strategies are aligned to business objectives. Develop strategic plans to support the leadership vision, rapidly addressing any gaps, whilst looking for opportunities to improve operations and maximise performance. Support business progress meetings. Recruit, develop and implement training plans and provide coaching and mentoring for Associates. Assist Associate development, growth, and succession within the company. Contribute to divisional talent management and development activities. Demonstrate advanced Leadership Capabilities as defined by the Honda Leadership Capability framework. Governance Ensure strict adherence to established governance and legislation in respect to the collection of and reliance on customer data. Establishment and oversight of key processes to ensure operational stability measures are achieved. Desired Skills and Experience What you'll bring to Honda Degree or Post-Graduate Qualifications in Sales, Marketing, Business or equivalent. 10+ years' experience in business performance and/or analytics/general management. Thorough knowledge of the Australian Automotive Market preferred or alternatively a proven track record in other franchising industry. Excellent verbal and written communication skills – a great storyteller, communicator and can build relationships with a diverse set of stakeholders. Ability to generate strong relationships with stakeholders to work collaboratively and enhance business performance. Proven ability to generate actionable insights from complex data sets. Adept at leading through influence. Capable of managing teams with specialist skills. The Honda Experience Attractive lease programs – vehicles & motorcycles Product discounts – vehicles, motorcycles, power equipment, accessories & merchandise Free loan program for lawn and garden equipment (Victorian Associates) Flexible Work Arrangements Exciting Engagement Activities – Associates Day, end of year activities & divisional offsites Employee Assistance Program for associates & immediate family members Cultural Flex Days – substitute two public holidays Access to professional development courses Free parking Why work for Honda? At Honda, Respect for the Individual is the fundamental belief in the uniqueness of all human beings. We strive to nurture and promote each other's capacity to think, reason and create. At Honda, we understand that each individual has something to contribute to our success.
Honda is an Equal Opportunity Employer. We support our Employees in an open, inclusive environment and give each individual the opportunity to realise their dreams. When you join Honda, you'll be part of a passionate, diverse group who truly enjoy what we do! That's the Honda way.
Experience The Power of Dreams for yourself! Applicants must satisfactorily complete a National Criminal Records check to undertake this role.
If you are interested in the position and feel your skills match the criteria for the role, we would like to hear from you.
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