DENZA is a new global luxury automotive brand entering the Australian market, with flagship dealerships launching across Melbourne. As part of this growth, we are seeking a Dealership Car Care and Accessories Manager to play a pivotal role in shaping the DENZA ownership experience from day one.
This is a high-impact, multifaceted role combining premium customer experience leadership with consultative car care and accessories sales, ensuring every customer interaction reinforces the DENZA luxury promise.
About the Role
Reporting to dealership leadership, the Customer Experience Manager will own the post-sale and delivery experience, drive incremental revenue through premium car care and accessories sales, and act as a key point of contact for customer issue resolution.
This role is ideal for a professional who thrives in a luxury environment, is commercially astute, and takes genuine pride in delivering exceptional customer outcomes.
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Key Responsibilities
* Own and manage the vehicle delivery and post-delivery customer journey through our team of dedicated Delivery Experts.
* Deliver a consistent, premium ownership experience aligned with DENZA brand standards
* Act as the primary point of contact for customer issue resolution, ensuring concerns are handled promptly, professionally, and proactively
* Consultatively present and sell premium car care products and genuine accessories
* Drive accessory and car care attachment rates through education and experience, not pressure
* Collaborate closely with Sales, Finance, Service, and Reception to ensure a seamless end-to-end experience
* Ensure showroom presentation, customer reception, and service standards align with DENZA brand expectations
* Develop and maintain customer experience processes, service standards, and internal guidelines
* Monitor customer satisfaction metrics and identify opportunities for improvement
* Maintain high standards of presentation, merchandising, and customer communication
* Capture customer feedback and identify continuous improvement opportunities
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About You
* Experience in luxury automotive, premium retail, hospitality, or customer experience management
* Strong knowledge of car care products, accessories, or post-sale services
* Exceptional communication skills with high emotional intelligence
* Proven ability to manage and resolve customer issues calmly and professionally
* Commercial mindset with a customer-first approach
* Polished personal presentation and strong attention to detail
Automotive experience is highly regarded but not essential for candidates with a strong luxury customer experience background.
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Why Join DENZA
* Generous base, plus commission plan and car allowance
* Work in a premium, appointment-led environment with strong leadership support
* Competitive remuneration package aligned to experience and performance
* Career progression opportunities as DENZA expands across Melbourne
* Opportunity to shape and define customer experience standards from the ground up
About Harmony Auto
Harmony Auto is an international dealership group specialising in the premium and luxury automotive sector. Since establishing a global strategic partnership with BYD in 2023, we have been responsible for the brand's channel development and operations across multiple overseas markets.
With the launch of DENZA in Victoria, we are now seeking passionate, customer focused individuals, who have a passion for customer service, and the ability to communicate effectively with our guests and customers during this exciting new chapter of growth and innovation.
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