Gowan Auto, is a member of the family-owned holding Company, the Gowan Group, and the exclusive importer and distributor of Alfa Romeo, Citroen, DS Automobiles, Fiat, Fiat Professional, Honda, Jeep, Leapmotor, Opel and Peugeot new passenger cars, light commercial vehicles and spare parts in the Republic of Ireland.Reporting to the Head of Aftersales for Shared Services, we are now seeking to recruit for the new role of Customer Experience Manager to join our growing team. This role will manage the customer care and technical teams for all brands to provide best in class customer experience for our dealer network and end users.Core Responsibilities:Lead, coach and develop the customer service, mobility and technical advisor teams.Establish clear performance objectives, KPIs, and regular reviews to drive and enhance team effectiveness.Foster a customer-first culture while balancing operational efficiency.Design, implement, and continuously refine customer service frameworks and escalation pathways.Ensure the customer service team resolve interactions quickly and professionally.Monitor and report on KPIs such as customer satisfaction, first contact resolution, response times and resolution of technical queries.Partner with the Compliance & Case Resolution Manager to ensure quality and consistency in case handling.Work closely with the Technical Services Coordinator to ensure priority cases are managed first and that all brands are served equally.Collaborate with Technical Training Manager to ensure that training delivered aligns with improving overall customer experience.Oversee courtesy car, rental, and mobility offerings, ensuring availability, cost efficiency, and customer satisfaction.Build and manage relationships with rental partners and third-party suppliers.Develop mobility policies and frameworks that support service retention and minimise customer inconvenience.Track and optimise utilisation, cost recovery, and customer feedback on mobility solutions.Regularly review customer service, mobility processes, technical advice support to identify pain points and driving improvements.Ensure all procedures comply with legal, GDPR, and consumer protection obligtaions.Implement technology and digital tools to enhance efficiency and customer engagement.Work closely with Warranty, Parts, Compliance and Brand teams to resolve customer issues.Provide insight on cost-to-serve, customer journey effectiveness, and mobility spend.Contribute to strategic initiatives to improve customer retention, loyalty, and service efficiency.Act as an advocate for the customer voice across Gowan Auto brands.Core Attributes:Proven leadership capabilities.Ability to manage cross-functional teams to foster strong team spirit.Advocate of excellent customer service for all brand.Excellent communication skills both written and verbal.Highly IT proficient.5+ years in managerial role in automotive industry.Ability to influence and negotiate with multiple stakeholders.Job Types: Full-time, PermanentBenefits:Bike to work schemeCompany pensionEmployee discountOn-site parkingSick payWork Location: In person