About Us We are looking for a Head of Customer Service to join our team in Sydney, Australia. As a leader in the premium electric vehicle market, we are committed to delivering exceptional customer experiences.
\nKey Responsibilities Lead strategic planning and performance of the Customer Service Department Oversee the development of Customer Loyalty programs to drive long-term growth and retention Serve as the primary interface between Polestar HQ, Polestar Australia Management Team, and key stakeholders Work with Polestar Global and Volvo Cars to establish efficient joint and independent customer service processes
\nOperational Excellence Establish and manage Polestar Customer Service operations in Australia Define and enforce service network and dealer standards across Australia Develop and monitor objectives to measure the effectiveness of business operations and customer service delivery
\nRevenue and Satisfaction Goals Lead initiatives to achieve customer satisfaction and profitability targets Manage warranty and goodwill processes, ensuring compliance and efficient claim handling Optimise the sale of parts, accessories, and merchandise to hit revenue targets
\nAccountability and Deliverables Ensure delivery of Polestar customer support services, including technical assistance, workshop systems, and owner information Plan and manage service offerings aligned with Polestar's business and product launch plans Set and communicate business goals and targets for the Australian market in collaboration with Polestar HQ
\nAuthority Represent Polestar Customer Service Australia in key forums, projects, and initiatives Execute tasks, projects, and strategies aligned with Polestar's Customer Service objectives
\nCompetence Requirements Leadership experience in aftersales or customer service within the automotive industry At least five years of experience in service strategy or similar roles, with market-based experience essential Proven international exposure with a deep understanding of diverse consumer needs Degree in Technical or Business disciplines or equivalent experience Skilled in project management with a history of leading cross-functional teams
\nPersonal Qualities Collaborative team player with a global perspective Strong commitment to knowledge sharing and fostering a culture of learning Innovative thinker with a structured and goal-oriented approach Customer-centric with high levels of professionalism and drive
\nXML job scraping automation by YubHub
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